Hi,
First, let me say that I am a huge fan of what you are doing with the TVC Toolset, so this criticism is entirely constructive.
I'm finding it difficult to unlock the full value of your support threads and documentation. The problem is twofold: 1) a lack of advanced search capabilities, and 2) a failure to properly complete support threads.
On the first count, every search I do serves up extra stuff that isn't relevant or is out of date. If I could specify more advanced filters and set the sort order of results based on date, this would dramatically shorten the search process. As authors of a fantastic parametric search capability, you guys undoubtedly know what I mean.
The second problem that's crept into the system is the marking of threads as Resolved without showing the resolution. There is nothing more frustrating than wading through 40 search results, finally finding a question that matches yours, seeing that it's been resolved, only to discover that the solution itself has not been posted.
I know that time pressures and workload are probably great contributors to these issues. But here is what is happening to me, as one example. Out of respect for the time of your excellent support reps, I try hard to thoroughly check the existing knowledge base before submitting a new question. But the more this proves frustrating or unfruitful, the quicker I am to move from research to question. Multiply this behavior across the entire user base, and the effect is more work for you guys, not less.
Wayne