I don't know how you got good support from them since only DS has technical knowledge and he disappeared for more than a month. We have forums which although were highly recommended, some ppl just kept on expecting MSN support for non critical issues.

If you take a look, our forum support is much more responsive to problems with a very low turn around time. Our guides are better (which shows when DS stole one of them) and if people took the time to go through them, they'll find that most of their questions are answered.

When you have a few hundred customers, MSN support is no longer an option and a small minority of people may feel great when they get the personal MSN support, but when that happens another 10 people are left out in the dust. Forums deal with everyone's problems at one go and we have now 4 other people to assist (Kitsuna, Aoshi, JoeyKun, Pit Boss) not including myself and the other helpful users like JCDish, requiem73, edan1979 and asellus.

Another difference is that we don't lie. DS told some of his customers he had 14 servers running which is a load of crock. He also never revealed his server stats. We on the other hand have LIVE server stats which everyone can attest to are genuine and valid. If we have downtime, everyone can see it.

And although this is irrelevant on a customer point of view, we don't abuse our competitors' services by pretending to be a customer and saturating their bandwidth (which is what DS did to me).