Tech support via a forum??

[POD]

I bought a Nanocom Evolution last year prior to an extended outback trip, have just begun to have problems with the device (it has essentially ceased to function) and logged on to the Blackbox Solutions website intending to email an enquiry for technical support. The website states that technical support is via a forum, and I have to register for membership of this forum to obtain technical support for the product.
I have never come across this before and find it rather odd. Perhaps it is commonplace in some fields outside my experience? I was expecting to simply send an email with the details of the problem I am experiencing, and receive a reply from a company technician. I have applied for membership of the forum, whilst I wait for a reply I am just wondering what sort of experience others have had with technical support in this format? Is it simply a group of product owners with 'I had that happen and I did such-and-such' type comments, or is there actual company product support available?

[gavinwibrow]

I too was initially nonplussed, but their techs do regularly (daily) frequent the forum. They use this method to save on duplicating general questions. However, I'm sure that given you have a defect, you can go straight to the horses mouth - in any event your first post will drag them out to assist. Good luck.

[POD]

Sort of answered my own question as I received the forum acceptance quite quickly and I see that the company tech people are the ones who seem to answer questions. I guess i was concerned that a tech forum might mean that purchasers were left to sort out each others' problems by pooled ignorance. Like I said, not something I have come across before.

[Tombie]

It has a side benefit, that often someone who has had the issue is online somewhere 24/7..

I have seen several issues resolved before the BBS guys have woken up for the day... Then they (BBS) get straight in there and answer peoples issues.

[Pedro_The_Swift]

isn't that what we are for land Rover?:p

[cjc_td5]

I found the BBS forum quite informative and supportive when I was having trouble getting my nanocom to talk to my new D4. It was their tech support that eventually solved the issue.