PlateSpin PowerRecon: Long Term Impressions

I've been using PowerRecon for about six months now and thought I'd share my long term impressions. Technically, this is a wonderful product and does really do everything it's advertised too. I would hands down recommend this product over the VRA offered by VMWare and their VARs. However, the support is VERY lacking from PlateSpin. Their support isn't advertised as callback support but that's really what it is. Try calling the 800 number and talking to someone live. 9 out of 10 times you will just end up in a voice mail box somewhere. I also have used their support several times thorough email and really didn't get any headway until asking to be contacted over the phone. Once on the phone their support engineers are very capable and engaged. One would have hoped the Novell acquisition would have brought more money to build out a support organization, but at this point it is severely lacking. Bottom line: Wonderful product, woeful support.