I have known Sam for almost my entire professional career in Dental. Not only is he one of the most professional idiots that I know, I actually find him to be a massive push over when it comes to customer service.
For the thread starter - i hate to admit it but your original post already really didn't make sense and showed a few clues to the real issue. The fact that Sam defended the CAP team and revealed the sheer amount of calls clocked in (not to mention calls probably not logged, and e-mails) - I'd say that is the very type of attitude that creates the lack of camaraderie that our industry needs.
It's 2017, if you don't realize or have not heard of the difficulties of imes as a company - not to mention the massive lack of support - then you are not doing your due diligence of keeping up with important news.
Same with SUM 3D....for those that are on here consistently, I think we all know we love Luigi, but there are definitely some bugs just like there are some bugs in my iPhone 7+.
I am not even saying that CAP is 100% perfect, especially having had to absorb a large part of Zahn's technical support too.
However, admitting to being salty over a bad purchase vs calling out a company that strongly advised against the purchase in the first place.... this is honestly quite unfortunate.
I'm not sure Sam should've chimed in, but quite frankly we were all jumping on the flame band wagon so fast....
remember this is coming from someone who created the hashtag #itsallsamsfault