You don't seriously expect to get a reasonable level of support from a call center technician that they recruited from a video game camp do you? Heres the problem.. The product is actually pretty good, but the level of technical support that the offer in the US SUCKS!!
The tech support is farmed out to a call center who got the lowest bidder contract and they are ruining the reputation of the product.
I ordered a diskless enclosure and had some snot nosed kid tell me that it wasnt supported because I'm not using the disks that came with the unit... duh.. This was a Senior tech, so I asked how long he had been there.. A couple of months.
They seem to have a high turnover rate and their knowledge sucks..
Time to make Corporate HQ in Japan aware of the level of complaints with the US tech support..