Well, that's a good move. The GoToMeeting idea, that is.
I am a business owner, and we have 25,000+ clients. We have support issues as well, so I know what you are up against. I say that because I hope you take what I have to say as constructive, and I say it as someone who has some experience in customer support.
I have been waiting (and hoping) for 15 years that some third party control company would finally get it right. Like most developers, the expanded feature set of third-party controls is enticing to me. The dream of rapidly building sophisticated applications has led me to try and try again with third party controls. As of yet, the dream has been just that - a dream. The support for third party controls is at best slow, at worst non-existent, and the install base is small, so generic assistance is minimal.
Ok, so I know you guys aren't Microsoft. I can't Google "R.A.D. Grid Template column returns old values using EditItemTemplate" and expect to get 3,000 pages of related information. That being the case, you have to make up for the install base being comparatively small by being on the ball with your support ticket system. Before I submit a support ticket, I have researched all the knowledge base articles I can find on your site that are relevant. And, that's not easy. I don't know if it's because I am halfway round the world, but the knowledge base section of the site is slow, and the full-text search is not well optimized. I have to wade through slow-loading page after slow-loading page to find something that I can sink my teeth into. Be all that as it may, as I stated earlier, I still research everything well before I submit a support ticket. And, I give a *great* deal of information in my support ticket in an attempt to avoid additional mail cycles. I recently submitted a ticket regarding an issue, and in the ticket, I stated that I had read all the relevant knowledge base articles and still did not have a resolution. The response I received was "Here are the links to some knowledge base articles that might help. If you still have questions, let me know." Very, very frustrating.
Another case in point - I have a currently submitted support ticket. This ticket is regarding an issue that I mentioned earlier; I can't seem to access the edited values in a template column. I'm using InPlace editing, an ItemTemplate and an EditItemTemplate and try as I may, I can't get to the edited values. I tried all the suggestions I could find in the knowledge base - nothing has worked. When I submitted the support ticket, I gave a very detailed explanation of my project setup, how I was sourcing the radgrids, and I included the .aspx code of the grid in question. The response I got back was "Please send us a small, working project". My project has reached a fair size; how do I decide what to include and what to leave out? And, why can't suggestions be made to me as well as just requesting a "small, working project"? I can then, at least, pursue resolution on my own while you try to reproduce the error with my "small, working project". Now, if you can't reproduce the problem, I have to send another "small, working project" that includes additional, arbitrarily selected code. So on and so on. Rapid Application Development is just a pipe dream at this point.
So, we are left with the decision: Try to push through the Slow Application Development and adhere to the third party controls, or settle for a plainer, more bland site with reduced functionality but can be finished quickly. Referring to the template column issue stated earlier - I have already proven that I can use a GridView wrapped in an Atlas Update Panel and all works fine. It doesn't look as good, and I can't do alot of the things I want to do, but it works. And, I know if I have a problem, then I can Google the exception message and get a couple of thousand sites that might have the information I need. Plus, thought Microsoft is not king of documentation, at least all the properties are listed. They don't have properties listed that are no longer supported, and the don't have properties that exist that aren't documented like Telerik does.
At the risk of being repetitive, I know that you don't have resources enough to be just like the big boys. Though it's hard to believe after 15-20 years of Microsoft-centric development, the 3rd party control market is still wide open, and it's open not because there aren't alot of clever people making cool controls, it's because no one has yet done the hard, unglamorous, non-fun stuff right, mainly support. In your defense, Telerik is the closest to achieving what no other third party control developer has managed - making true, sophisticated RAD a reality. Though you are closest, you are still very far away. I know you are growing fast and that's very difficult to manage, however, if you are going to sell well out of your timezone, you have to staff to support those timezones. Hire some more technical writers and get the documentation up to snuff. If you do those things, you can leave your competition pretty far behind.
Sorry to be so long winded - but I feel better ;-)