Is Avid support really this bad?

Hello,

I just upgraded from 10.3.10 to 12.3 HD. And I've run into a snag trying to update/activate my MDW from v3 to v5. While attempting to get support on the website, it keeps asking for a "System ID". Nowhere in any of the e-mails I received whilst updating the app and plugs is there any mention of a "System ID".

I found a phone number, waited on hold for 10 minutes only to find out that they only did support for Media Composer. I've now been on hold for another 15 minutes w/ another number that was given to me.

I've been using Pro Tools since 1992 (v1 Pro Deck/Edit-era) and though I've been frustrated with Digi/Avid here and there over the years, I never really understood the hate some people have towards this company. Until today.

Now, I've paid my $600 for the 12.3 upgrade, which touts the support as part of the value of the upgrade. That's bold considering it's now obvious to me that their system is geared to actually give you as little support as possible. I guess I thought there would be some sort of new streamlined support system in place.

I wished they could provide support with the same efficiency that they use to separate me from my $$$.

Sorry just had to vent...

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Is Avid support really this bad?