ORIGINAL: ....
The DVD that came with my update ran without problems. It's safe to assume it does for most people. It's also safe to assume that RF support is one of the surest ways to diagnose a problem that frustrates your use of the product....
Agree on contacting RF to help you. Support, if needed, is a part of what you paid for.
For him it wasn't a safe assumption, and that is what matters here. In the past RF referred you to the KE forums, I don't know if that has changed since G4/G4.5.