I'll let the cat out of the bag here - the Frictional employee asked me not to mention it and for 2 years now I haven't. I bought the retail version of Penumbra: Overture. It was published by a third-party for Frictional and one of the stipulations was that that third-party was wholly responsible for the patches. So, at the time my version would refuse to run correctly on my machine and there was a patch for the Frictional-store-bought version that would correct the issue. My third-party version did not have the patch available due to *ahem* crappy agreements. So, I posted on the Frictional forums that I didn't give a damn about supporting the developers, the reason I buy games is for support when needed. The Frictional person, outside of channels had me send a scan of my manual/cd so he was reasonably sure I actually did buy Penumbra: Overture. Once I emailed that scan the Frictional person emailed me back a cd-key to use with the Frictional-store patch (the third-party version did not use cd-keys).
The lesson to learn from this is that small shops with few employees are much more concerned about each individual customer. Frictional cares about you. They will do everything reasonable to make you happy - including bending the rules in very rare situations that require it. So, what would you rather have, poor customer support from a "too big to fail" company or a company like Frictional who have proved to *me* that they actually give a damn about you as an individual?
I'm poor at the moment so I haven't purchased Amnesia. When I have $20 however I'm going to pick it up from my local EB Games. You know why? Because when I bought Overture I was supported even though it bent the rules.