For the record I am babysitting a WoZ for a friend currently and had a complete "dead in the water problem" that occured today where the game wouldn't even boot.

I called the main toll free tech support line while I was at work and "Frank" picked up almost instantly and I picked his brain on the problem. I then got home, dug into it a bit and called Lloyd directly and then Alex directly and had zero problems reaching either of them. I could tell both of them were in the middle of dinner and could have easily told me to call back later... but they didn't. Both of them dropped what they were doing and verbally walked me through some weird issues and BAM, game fixed and booting. Their tech support is pretty solid IMO. Sorry to hear about your bad experience but I would venture a bet that people who are totally satisfied with their service (like me) don't come on here and post "positive brags" or anything, hence you see more "negative reviews" that are generally in the minority. Just my .02