pedrin - I understand your frustration, although my experience is slightly different to yours. I've found that if you have genuine question/real problem you will get support, granted it can take a while due to time zones. But if you're expecting them to baby you through the whole process because you're either computer illiterate or too lazy to read the manual then you won't - I just don't think they have time.
The product itself, IMO, is brilliant. The software has been completely reliable (4 of my friends run Tuneboy), and there are some great new features on the way - for free.
SPJ, you obviously do not understand my frustration, at no point I said that the product wasnt good. I currently dont use the product but guess what, I did had it 7 years ago, for a speed triple, and it was the exact same story, zero support. This is a pattern, the way he operates, he knows people get frustrated, and yet in all this time he hasn't changed his ways.
Other than that:
-Yes the product is brilliant and obviously he is a brilliant engineer, just chaotic in the way he handles his business.
-One shouldn't need to have smart, insightful questions to expect support.
-you are characterizing many people as illiterate and lazy. If he is targeting the average client, the client shouldn't need to be a computer geek or a tuner. The client should know upfront that once you get the product you will be on your own.
-Most often complaints are not about technical issues but about wrong or missing maps, misinformation etc. That has nothing to do with being lazy.
my 2 cents