I'll translate all you documentation into easy to understand plain simple English in exchange for indefinite membership and free access to your coders
Jokes aside you guys have some of the best templates and modules in the Joomla scene, but from what I've gathered, your documentation is really crap and it brings down the overall quality of your service. No offence, just calling it as I see it.
If you got someone whose first language was english to redo your documentation and make the instructions and options more indepth, maybe include a general and a template specific, updated FAQ section and even a quick "popular customisations" section, i'm certain you'd reduce the amount of queries on your forum and this resulting in frustrated customers by half, this would give you extra time to work on what you're awesome at the templates and the modules.
I have been researching on your products all over the web because my current site is becoming more and more dependent on your products as they do their tasks really well and are so flexible. During this research I have rarely come across frustrated customers who are upset with your products (very rare in joomla) its the support and the lack of good documentation when they want to try and do something that seem to be the cause of most peoples problems.
The current batch of documentation are cumbersome and use a lot of resources because of the pictures, they are not fluid in their navigations. They seem more of a feature advert than indepth instructions to powerful components, modules and templates with a lot of customisation options. They are written basically and rarely manage to portray the point or method the author is trying to make. They also aren't written with the newbie users in mind and don't explain in enough detail what the user is expected to do, it sometimes assumes a lot of the users knowledge.
Instead of pdfs maybe a wiki would be a better option?
Just my opinion and some points, not trying to belittle gavick or cause offence, i'm trying to give a users perspective and maybe help you improve as you have really do have awesome templates and tools, its the shame that sometimes people get put off by the after support.
keep up the good work