No response to email or phone call because they are "too busy"

I am trying to register the upgrade to v19, I have gone through all the online documents, I sent an email to customer services on 2 May, followed up on 3 and 6 May, I have been phoning them (currently listening to their advertising on their phone line), no answer at all. The worst is, they charge an additional fee so that you can get support, otherwise they do not provide support, but when you call on the support, you have to pay thousands on phone calls, and emails just get ignored. If your phone lines are so busy with registration queries, then obviously you are doing something wrong.