Disappointment with Automation Technical Support dept.

I have great respect for this company and it's no surprise they lead the world in automation products as well as many others I sure. However I find the local office in Midrand very disappointing. There is no shortage of people there but I haven't found anyone that takes a real interest in issues that one has with their products. I recently had one of their automation controllers that displayed a fault. The Siemens forum suggested that to fix this one needs to perform a firmware update. This is a complex procedure of downloading the relevant file and loading this into the controller using a propriety memory card that costs as much as the controller does. This isn't a routine procedure and one will only perform this if one has issues like I did which is a very rare. I contacted the Midrand technical support department expecting them to take some interest and at least ask me to bring the unit and they could perhaps help by doing this firmware update. Their response was simply to quote me for a memory card to do the download at the regular excessive price. I expected a bit more from them I must confess!