I'm a desktop user, which sometimes confuses the support people - apparently most people are online users. Nonetheless, I got a rep the other day who was very persistent. She tried a zillion fixes, got tech support on the line with her (not with me) and tried a zillion more. She finally came to the conclusion that the problem was with the purchase module - it wouldn't let me get the the step where I actually enter credit card info. She spent 1 3/4 hours on with me (and, unfortunately, I with her). Finally, her supervisor told her she could just give me the software. She emailed me a link and it worked fine. Don't know how much pain you'll have to endure to get them to do the same.
