Pastel - Support is a waste of time

I have been working with Pastel from the 2007 version. In the past, before it became Sage, support was good. Issues were troubleshooted and resolved. Now, since it became Sage, support is dismal, if anything. No more troubleshooting. The only solutions from the consultant for every problem is an unintall/reinstall. I can do this myself - so why am I paying for support? Where there are multiple users, an entire day of work can be lost here. The core issue is never resolved with the problem persisting. I received my renewal invoice and from that moment, we are only able to log two users at any time despite having a 5 user licence, and only expires at the end of November. I phoned Pastel, and predictably it was uninstall/reintall. We pay an exorbitant amount for the package and cannot even be provided with decent support. Pastel used to be one of the most used and decent packages out there, but sadly it has reached a point where we are considering a different package. Sage claims to be the market leader in accounting packages, perhaps this is why they don't care - they are overconfident.