Forums are provided for peers to help each other. SF members do provide answers here in the forum (A bonus). True customer support is provided throught SF Customer Support/Service (I figured you know that since you know what good customer support is). I have VideoFactory and think it is the best low priced video product out there. It is completely flexible. I have had zero problems with my VideoFactory. i have produced a wedding video, videos of concerts, short film stuff with CGI effects. VF only limits me when I need advanced compositing and other advanced features (I plan on getting Vegas Video at the next version 3). I think SF products are great!