There are 2 ways to get support. Phone is the weakest. If you use the internet it is usually faster and often they use a combination of internet and phone.
I do agree that a scheduled install should be fairly high priority and should be on time.
Sorry to hear about the problems with the installation, but I've done several between my 2 offices and dummy installs and tests, and most work like a charm. One was impossible but it was a test dummy and I gave up.
