Poor Support Service

Good day I would like to stress out my utmost dismay in your support system with Sage Payroll support, i have been trying to contact Sage Payroll support now for days, sitting on the phone today for 27 minutes waiting to be assisted, numerous e mails sent, reply's are sent back with instructions on how to go about doing Payroll, this is defnitly not support, what happned to direct customer support where the support person can remotely log in to a system ? What happned to telephonic support ? We are having problems on our weekly employee payroll and we can not solve it ? We are new customers recently joining Sage Pastel and already no support. Utterly poor service. Shelton Gwebu was supposed to assist and promised to call back, up to now, no go. This is frustrating and very un professional Service, we are paying to use your product, please assist !