Registration number help

I'm getting a bit desperate. I purchased the upgrade to Parallels 5. Went through everything, entered my previous serial number before purchase, it sent me to the cart and it subtracted the $30 for the upgrade. I got my serial, but when I enter it, it asks for my previous serial...fine, I enter it and then it tells me my previous serial is not eligible??? I fail to see how, if I entered my previous SN at checkout to pre-qualify it, it let me continue to check-out and giving me the discount, it's not eligible???

I've tried to email support without any luck. I've tried to chat with support and will be number 1 in line for about 10 minutes, then it kicks me off and says they are offline to leave a message (which I have, I've done this multiple times, I don't think the online chat actually works). I've tried calling without luck. Is there any other way to get help?

I purchased Parallels a long time ago, but switched to Fusion since at the time I felt it was a better product. Well, I tried the trial of 5 and liked it so I decided I would switch back and give Parallels another shot. After this fiasco, I'm having serious doubts. Is this the typical Customer Support experience?

Any help or advice would be greatly appreciated.

Thanks

 

This has been resolved. What a nightmare to get such a simple problem resolved.

 

I had a similar issue with registration.... what a pain in getting to their customer service for a simple issue... yep I don't think the online chat really works... I kept trying it for hours and nothing.... calling too, after being put on hold and waiting for a while... they actually hang out on you...
Thinking of dropping this product alltogether... why buy/upgrade something you have no support or they make it this difficult. Not worth my troubles!.

J.