During the run up to this big Groove project, I've had to open two different Microsoft support cases. Since we are a big Microsoft shop with a global contract, we have fairly easy access to high-level technical support.
Even though I'm dealing with developers right out of Microsoft HQ on these issues, people who really should know the software, the actually fix came from a Paris-based consultant that my boss found. These guys were able to get better answers and get back to us faster than Microsoft critical product support. It was kind of annoying that the peole who make the software couldn't troubleshoot the software correctly.
Of course, they did buy the software rather than build it in house but they bought it almost three years ago. Shouldn't they have learned it by now?
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