Also, people who say so-and-so company (usually Google) is hard to contact for support, or that they require expensive support contracts before they'll talk to you, have likely never tried sending email to the appropriate mailing list for the product.
It's amazing how often doing this completely bypasses any corporate first-line-support structure in the way, and just puts the email right into the inbox of the line engineers working directly on the product. It's also amazing how quickly those line engineers reply. (It's as if they treat "replying to random messages on the product mailing list" as their highest-priority job. Or maybe it's just that they're technical people, and my questions are usually very nerd-snipe-y, and get them hooked.)
It's amazing how often doing this completely bypasses any corporate first-line-support structure in the way, and just puts the email right into the inbox of the line engineers working directly on the product. It's also amazing how quickly those line engineers reply. (It's as if they treat "replying to random messages on the product mailing list" as their highest-priority job. Or maybe it's just that they're technical people, and my questions are usually very nerd-snipe-y, and get them hooked.)