Extremely poor service from Pastel

As a small business, we have been a customer of Pastel since 1995. We currently use Pastel Express V.11. We needed to transfer the software to a new computer, and needed advice on how to do this. The Call Centre advises you that the average waiting time is 40 mins. At the time, the call back facility did not work, and the live chat was also not available. We e-mailed the Support function, but they rep**** that we did not subscribe to customer care. We eventually spoke to a human being, who also said that we did not have customer care. We explained that the registration notification stated that we were enjoying telephonic support. She then said that the current version was number 17, that we have version 11, and therefore there was no-one available to help. That was it. This treatment has an inevitable outcome, which is that we will be looking for a new accounting package.