Good read, Pho. If ever I start on a major project, I'll remember to keep the link to that article handy. I can especially sympathize with the notion of tech support's advice being invaluable. Especially when I am in that position myself, and I have to deal with all of those users on a daily basis.
In a slightly off-topic note though, I've always thought each version of Generations Arena was significantly better than the previous version. The change from 99f to 1.0 will be like the equivalent of the change between Windows 98 and Windows Vista. I'm sure there will be nay-sayers, but overall I think the changes will be largely beneficial. (Then again, I suppose I fall under the "still passionate user" category for Gen and the "still satisfied user" for Windows :p)