I got EQ6 last week, I tend not to be someone who keeps things simple. One of my reasons for getting it is that I had a complex compass design in mind that I wanted to be able to play with the colouring of and a few other things, which isn't so easy on paper. I had tried to draw just a segment that would be repeated, then clone and rotate it, but had then got errors trying to add it to the sketchbook. So on Friday evening I emailed them.
On Monday I got a brief email saying the technical people were still travelling back from Housten, then Tuesday I got a response that gave me a list of all the basic errors I could have made - I'm computer savvy enough to have worked those out myself, but they wouldn't know that. So I responded and got a precise solution to the problem today (you need to remove lines from the area selected using shift+click so that no line is doubled up once rotated). I checked this worked, and emailed her back to say thank you and did she happen to know where this info was in the manual, she responded to say it probably wasn't and she's put her note in her book to include it for the next version. She also said "I think it's just one of those things I picked up over the years. If you have any more questions regarding drawing, it may be fastest & easiest to just write us first.", which I thought was very sweet.
I think I will still find some things and the way you have to do them frustrating, as someone with a masters degree in computer science who's studied computer graphics and software engineering, there is stuff I can see that is inconsistent and poor design and that I know can easily be implemented correctly. But I'm aware it's actually a very low priced software for what it can do and with tech support like this, I can get help that you can't get with a bigger company.
Cheers Anne