New support system

We have been with Sage for a very long time. Have never had issues like we have now with support. They have implemented a new support system that is absolutely horrific. You lodge a Web support query and you wait days to have your issue resolved. I placed two urgent queries on almost 5 working days ago and no answer to date. Each time you get a reply and get asked for additional information and once you submit the required information online you need to wait for another 48 hours for a reply.

This has been going back and forth for days now just for one simple answer.