Thank you for a very informative post about the situation. I can see both points of view, but agree with you the forum is not being used in the right way. Henry is wrong to a degree about other laser companies having forums - we have one here in the UK (maybe he meant the USA) and that is modorated buy a trusted customer, not the company itself.
If I buy anything I check the company not by looking at how good the item is but how well they deal with problems - after all I would not want to be stuck with what ever value of equipment/components that are no good or can't be used because I have run out of 'support time'.
Yes I would pay a premium to have 24 hour support, but a forum is a very good way of letting your customer base help you support your product for you! Loyal customers will defend any posts that are negative providing the product does what it says on the tin!
So Henry, relax - let your customers help you defend your product, if it is so good it won't need defending anyway. If all people see is 'it's so good I bought the company' type comments they begin to think it's too good to be true!
Hope this helps and wish you both good luck ;-)