Redman, if I understood you correctly, you said:
Direct contact is through email, IM, phone call, etc.
My experience is very good through email. But, in fact, I do not send them that many emails. Only that the communication is always opened, you can always talk with them.
About help files, ok, can be improved a little but I think that avast is talking almost 20 languages nowadays. It’s a little slow and requires very hard work of a lot of users to get all files updated 