I use both products and All I can say is that it can be a really frustrating thing dealing with support issues. We constantly check our system, make sure hits are being track, make sure things are working and things do break or not work properly.. I think the main focus on stuff should be fixing issues quickly and not blaming the person who reported the issue that "you must have done something our program runs find" you know how many times I have heard of that? its all about support folks. there are going to be bugs with the amount of variables that needed in these types of programs.. granted I believe things arnt tested fully before being released which is sad..
when I worked in video games we had a staff of 20 testers working day and night to make sure there where no bugs in our game before it went to the public..
[/rant]