I started my search for an automation tool and narrowed my choices between Silk Test and Winrunner. I was leaning towards Silk Test but fortunately I stumbled across these threads about horrible customer support and help desk issues with Silk.
These postings are old, can someone please enlighten me as to what is the current position
We have been using WinRunner for a good few years now and have had no major compaints with regards to the quality of support provided. I've also attended a number of user groups with other Mercury Interactive customers and heard no 'horror stories' of bad support.