Pre-sale forum is open access to everyone (to us, the paid customer.. we know pre-sale forum is "a trap"). Mainly unregistered users can post asking for questions before they make an order. The support in Pre-sale rocks! Once they have ordered and become "the customer"... u know the rest of the story.
In the holidays spirit.. I really hope that Appthemes will make some changes by improving the customer supports... let's call that Apptheme's Resolution 2012