Payroll Customer service non existent

Pastel products run on a Pervasive database manager and clients are registered with a specific version at the time of purchase. The Pervasive version normally only upgrades if additional user licences are bought. Somehow, someone in preparing the 2018 renewal invoices, automatically decided all clients are now using Pervasive V10..... on a stand alone system, this doesn't matter, on a network it causes an unexpected headache! And then a brain surgeon in support says "uninstall and re-install Pervasive", with no attempt to understand the client's environment history. After a call where I was shunted from Support (over an hour before the call was eventually answered for the first time - yes, I was desperate), to Registrations, and back to Support, the call dropped as the call duration display on our phone reached 2 hours.... (the call recording must have run out of space!) Oh - and the "contact us" client services email address on their website rejects incoming emails.