Years ago when I was getting ready to buy my first machine. The deciding factor on what to buy was shown to me right here on cnczone.
It was easy to see there were a number of vary active users of this tool system right here and all were willing to help with a problem. I often make stuff on weekends and late at night.
Knowing this I figured tech support was not going to be around. And even if it was available. I found phone/email tech support to be hard to follow and resolve issues anyway.
On the other hand doing some basic research here. I concluded these were good machines and there were active everyday users here to answer questions with problems. the key is "everyday user"
I don't know if Tormach understands the value in this format of support, but I do. A quick search here often returns a number of threads about almost any problem you could have.
True there were a number of people on these forums for one reason or another trying to misinform or argue about silly things like wd40 or mrr.
But for the most part you can get some good info here to identify the problem then call Tormach for parts.
Imho Tormach should create and manage a private user support forum for people to ask and find answers about the machines and tools.
Many companies have them to help users maintain their product.
Makes it easy for a user to search for and find answers to a problem and or post a question and not rely on tech support to repeat the same info over and over when you do get them on the phone.
What say you?