Nonexistent customer support

We paid for an upgrade and one of the extra addons on March 1. After many tries I could not get the addon to accept the license key, so it would not activate. My organization wants to try out this software during the 14 day trial period, and make sure it is a good fit. I immediately wrote to support to ask for help. A reply came on March 6 with a few general questions, which I immediately answered. No reply yet to that one. So now it is March 8, half of the 14 day trial period is gone, and I still can’t activate the software. I have had only one reply from support in all this time. Unacceptable! BTW, they warn you that if you send multiple messages to support, it will reset your place to the end of the line. So just sit quietly folks, and wait. I guess this way they save a lot of money on product refunds.