I have just had [written] iChat live support from Apple/mobileme via what they are calling Express Lane. It was quick and efficient - MM is starting to be worth the money.
I guess it was the better for being in the wee small hours of Sunday am on the West coast of north america.
I too tried the Express Lane a few days ago. The technology worked well but I never got a clear answer to my question, despite posing it several times in different terms. It might have been less frustrating if the Apple respondent had just admitted that he didn't know the answer.
Mark Ford 