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Direct customer service may still have much to be desired. I do not know because I have not had a reason to be in touch with them...knock on wood. Having said that I believe the DR1000 changed the company. I think it is a great product and they responded fairly quickly with a couple of bug fixes. One might argue that these fixes should never have been required. However they did hear the complaints and worked hard to correct the problems within a reasonable time frame.
There is a history of companies moving on. If you always try to support legacy products then innovation can suffer. I really am not making excuses for them. I just believe it is a fact of life. When you start to look at things one discovers that all companies drop support for products every year and often before their time.
A few Examples of major changes
Canon changed their lens mount. (This is huge, Lenses are not cheap.)
Apple a few years ago changed the OS without backward support.
Analog to Digital (Big change for some people)
Cell - moving to 3G.
Software - One often can stay with non-supported products but not always easy to do.
Small changes that can have large consequences
DVI to HDMI
USB - different sized plugs.
Floppy to CD to DVD
DVD to BlueRay (eventually we may all have to build a new film library)
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