Why is it so hard to email support?

A few users of mine have had problems with the Fujitsu ScanSnap and ReceiptWallet/DocumentWallet under Leopard where they scan, but the programs don’t open it. After a bit of futzing and not believing that my users had stuff configured, I had the same thing happen this morning as I was researching the issue. I’ve described the issue in a Knowledge Base article. Basically what happens is that the first time the ScanSnap Manager is launched and a document is scanned, the ScanSnap Manager doesn’t send the necessary AppleEvent to open the document. I turned on AppleEvent logging and the first time, it does nothing, the second document, I get something like this:

------oo start of event oo------
{ 1 } 'aevt':  aevt/odoc (i386){
          return id: 833355777 (0x31ac0001)
     transaction id: 0 (0x0)
  interaction level: 112 (0x70)
     reply required: 0 (0x0)
             remote: 0 (0x0)
      for recording: 0 (0x0)
         reply port: 0 (0x0)
    { 1 } 'psn ':  8 bytes {
      { 0x0, 0x32d32d } (ScanHelper)
  fEventSourcePSN: { 0x0,0x331331 } (ScanSnap Manager)
  optional attributes:
    < empty record >
  event data:
    { 1 } 'aevt':  - 1 items {
      key '----' - 
        { 1 } 'list':  - 1 elements {
          { 1 } 'alis':  326 bytes {

------oo  end of event  oo------

OK, so now I’ve identified a bug in their software. What do I do next? I searched their site for an email address to contact their tech support. No luck. They have some Live Help stuff only open Monday through Friday. I’m sure even after I contact them (which I’ll try tomorrow), I’ll be treated like an idiot. I sent email to a contact at Fujitsu and we’ll see what happens.

To my customers that I assumed you didn’t have a clue, I apologize. It is just so hard for me to believe that something so simple could be broken.

Oh well.

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