Yes you should absolutely have a user's manual included shipped to you even with a download purchase of Sound Forge as it is such a very deep and powerful sound editor, a new user couldn't possibly understand what and all it can do.
The tech support at Sony is on the bad side of horrible, a down hill slide since Sony took over, that is why I mentioned reinstalling, as that is all you will get out of them anyway. There is a general aura of apathy. Believe me, it’s useless to complain about Dave Hill. Fact of the matter is, sad to say, more times than not they ignore legitimate requests for tech support, and could take weeks to reply with an answer to basic and simple questions.
All the good guys gave up and left, and now you got into to with Dave consider yourself very low on the food chain.
Never really had any dealings with Sony support myself for help, I have read some horror stories in the forums.
I too had been banned from the ACID Planet Music and Video Tech forums several times. I still do help many users of Sound Forge, ACID, and Vegas, though now a days through personal email contact. It’s nearly impossible to communicate any real solutions in the forums without flame wars and political debates, and it gets rather tedious.
I've been a member of ACID Planet for years and have many fans, friends and collaborators there, and there is tons of fun to be had as long as I stay out of the forums where I continuously get in trouble with my sense of humor and ragging on ACID Pro’s laughably horrendous MIDI support, and I use the word ‘support’ very loosely.
I’ve always made my opinion ultimately clear that ACID Pro had topped out with version 4, and if anyone wants to seriously consider a trip into the world of MIDI, stop wasting time with ACID Pro and go directly to Cakewalk, because even the cheapest skinniest Cakewalk MIDI sequencer will beat ACID Pro 5 to death in short order, and that is the God's honest truth.
I don’t believe anything can compete with ACID Pro as a loop based audio sequencer/editor for ease of use and powerful editing, and Sony no longer provides a hard copy user’s manual for that or Vegas either.
I was pretty angry about having to go through a couple ink cartridges printing out the manual for Vegas, which contrary to popular hype is not as easy for beginners as Sony would lead you to believe. I feel it has a steep learning which really requires a hard copy of the manual.
Well, now that the new ACID Pro 6 is about to (maybe) be released shortly, Sony pushed it back another month, which they boast as actually BEING a DAW, I plan on keeping my forum ban permenant, as I could imagine it will ever be as good as Sonar or Cubase, it would be mean of me, not to mention self destructive to even try to compare and argue the point.
My experience and money says the new and vastly improved and totally rebuilt from the ground up ACID Pro 6 audio/MIDI DAW is going to be a barking beta dawg for at least 6 months after it's release.

And an expensive one too.
I think it will be cheaper for me to upgrade to Sonar 5 PE, I'm kinda intrigued by that Roland V-Vocal plug in... I'm a hugh fan of Roland.