The days that the excuse being a new company would still be valid are over. They (management) know just to well from own experience in previous poisitions how things work, or have to work. There is a similar discussion here (Support lead time? - #9 by mr1952). There still is a lot of grace from people (as can be seen here from other comments), but that will disappear as soon as these people have their own problem with the printer and support. As soon as people start selling their printers because they are fed up and other companies came up with similar good machines, things will change dramatically. NOW is the time to make it work, not in 6 weeks or so. Competitors are just waiting and sitting on the fence, watching development and seeing this bad support thing with a grin in their face.