The only time I will call up/email for actual tech support is generally when im going to send in a blown up video card or sound card.
Ahh...the good old days of calling up 3dfx because the voodoo3 ran so friggin hot it could discolor the steel on the back of the computer. Spend 1 hour on the phone with tech support, well actually ON HOLD LONG DISTANCE, then talk to a tech guy for like 3 minutes and get a RMA. On a plus note, instead of just sending me the card back or whatever, they sent me another retail boxed card....heh, go figure.
By the way, anyone looking for a Radeon 9700 in retail box Newegg as the FIC one for 325 with free shipping. So far thats the cheapest retail boxed one Ive come across.