I agree about FM being the best, and have generally had positive experiences with support.
However right now I'm having a not-very-good experience. I reported a problem that requires the attention of a developer. Two weeks later and I do not have a resolution. I'm glad it's not a major problem for me, but two weeks is ridiculous. And I got a bit of a runaround... at first the back-and-forth was good, but then it was escalated to a supervisor, I was told that it was forwarded to an engineer... after three days with no response I asked for an update. SIX DAYS after that, I finally got a follow-up, to the effect that "oh, this needs to be seen by a developer, so I'm forwarding it." And that was 2-3 days ago. Not good, FM, not good
