I have used CA tech support a lot in my career and I am very impressed with them.

We use technical support often. I know most of the development team, as well as the development teams of the other products that I use. I don't think it's a habit that people get into and they should get involved with their vendors more. A vendor can't make up these things. They can't fix problems or add new wealth to the product if you don't talk to them. I encourage all security practitioners out there to work with their vendor to get more features added to their product that concern them and their organization.