Sage Pastel not user friendly and answers are not consistent

It has become very difficult to contact Sage Payroll for support, First you have to phone them and try and explain your problem to someone who does not not understand what you need. Then they will send you an email where you can send a screen shot or documents as explanation. Knowledge Base answers are not the same as when you phone them? Why did Sage Support stop the support e-mail option? Each agent you talk to on the phone has a different answer??? NOT HAPPY