Hi @Clark_Varnell — Thanks for reaching out!
I apologize for the difficulties you are having here, and I appreciate your feedback about our support process.
We sometimes hear from people wondering about phone support, email support, or other more traditional methods, and as Andrew mentioned we almost always win them over by resolving problems here every day. I can tell you that we stand behind our products and our support 100%.
Every support thread on this site is tracked by someone on our staff, and they frequently loop in senior staff or developers for feedback. Nearly everyone in our company spends time on this site.
Regarding the current situation, I agree with Andrew that a screenshot would certainly help us understand this issue. We have some instructions on this in our KB (linked below) and Andrew explained it above, but if you have any other questions about how to do this please feel free to ask!
It sounds like you are missing your standard playback device. What kind of device do you normally play to and how is it connected?