I did not post this immediately after my first phone call on the first day. I posted it after the support person would not upgrade my key and said the "ultimate decision" if they would allow me to upgrade had to be made by someone else (note again that I had to call them to get this info and they did not call me back). So you are correct partially. I posted this after the people in the office last week said "No upgrading this guy" and was told in order to override that decision I would have to go to another person who was out of the office. I'm just posting my experiences and I believe they are all factual. You can all make your own conclusions. But do you really think it is acceptable to tell a customer you are "investigating" them even after they produce a receipt and several email exchanges when the product was purchased? Really? Really?!! Maybe I'm not good in business, but I think I would issue a new key on the spot and do my "investigation" behind the scenes.