Since I am a new user to IDEA and I just read a post saying the customer support is not the best. I wanted to know people's experience with Jet Brains for bug reports and general customer support regarding IDEA.
Customer Support is according to me one of the primary areas where a commercial IDE can win over free/Opensource IDE's like Eclipse/Netbeans. [ November 07, 2007: Message edited by: Amit Wadhwaa ]
I've been using IDEA for quite a number of years now. Most of the time license was provided by employer. I've also bought a personal license once (and upgraded it later).
My experience is that most of the time the Jetbrains developers themselves will respond to questions or feature requests through the forum/newsgroups or the issue tracker.
So in those cases it wasn't even necessary to contact support.
Over the years I *did* contact support a few times though. Each time I got a quick response. In one case the problem I was having could not be fixed quickly - however the customer support included an explanation from one of the developers explaining the reasons.
Joined: May 29, 2002
I've found IntellJ customer support to be top-notch. I've gotten fast response time and relevant assistance with my problems.