A great value of the chat support is that you can email yourself a transcript, so if a real solution ever is discovered to a problem there is a record. Secondarily, you can document the number of times that tech support tells you to rebuild preferences and permissions in a single session, even when that session included a full re-install of the software (ie: deleting preferences didn't solve the problem, so fully reinstall the software, and when the problem continues delete the preferences again....crazy)
My company has paid in the past for higher-level phone support with no success, and when I explained this to a sales rep asking if I wanted to renew the support I calmy explained why I wasn't interested. It was a great opportunity for Quark to step to the plate, be proactive in a business relationship. I'll post when this ever happens.