My experience with support has been limited, as the support issues I have had revolved more around functionality. In keeping with their primary message and goal of community facing support models, Get Satisfaction uses their own product to manage support requests, including, but not limited to the traditional bug reports, feature requests, and general Q&A. Their response is generally positive but I have experienced significant delays in follow-up for past requests. It's also been difficult to get information on when bug fixes or expected features would be delivered in a product version, but I have eventually received an answer on that. One significant roadblock we had as a missing feature had to be forward to our account rep to get follow-up but once that step was taken they were very responsive. The feature made it in to the product eventually, but it was a significant time (~1yr) later. Overall the people have been friendly and helpful, and I have never had a rude experience that made me regret using the product.