Alisa: The free approach is the one I’ve always taken.
Equally I can see why CP does that and also why customers don’t like it.
Though at least it’s not as bad as some companies. Needed some help from a large video software company recently and despite the crew I’m working for having a stupidly expensive full monty package. The video company said the only way to get help was to buy support tickets online at 8 quid (plus tax) for each 1/2 hour of support.
Can you imagine if all the poser sites did that or treated customers like airlines do. Now thats a big scary monster:)