Pastel payroll not living up to their promise of support.

I have been with Pastel Payroll and Pastel Accounting for about 20 years and so satisfied and happy with their support UP UNTIL 3 years ago and it is gradually getting worse. I pay an annual support fee but cannot receive any support. I now have to pay for a consultant to come out and assist. Not sure if the bad call centre is a ploy to pay extra for a consultant to make more money for Sage? I would love a recommendation for another software please.