no support

Our licence fee includes support. We just cannot get the support that we should be getting. Do not phone as you sit for hours holding on. 90% of my business comes in via telephone. I cannot tie up one line waiting to be helped. Tried emails. Worked to a point and then got the message from the agent that he was not available so try again. My emails are delivered and I get read receipts BUT no one bothers to try to help me.This has been going on for over 2 weeks now. Our payroll administrator, an external bookkeeper is a channel partner and even she gave up on her telephone attempt to get hold of them as it costs a fortune to listen to inane recordings. Registrations this year was also an absolute nightmare due to their total lack of concern and support. All I want is basically to have the support that I pay for and I do not know how to get it. They do not know how to give it. Maybe working on this site will help as I did warn them I would use this route if I had to.