In summary: tech support gives an extremely lackluster, uncaring response that offers no help nor no paths to get help.

Technical problems with their website combined with their refusal to allow email replies prevent any sort of meaningful communication without me starting a new ticket from scratch, which I am loathe to do after seeing the effort spent on the first response I got.

The details:

Used the support form, because I get a 'hardware I/O error' all the time using the smart thru software from samsung to scan. While using 'quick scan' from their 'scan manager' app works every time, but is limited.