allen, it's difficult to make governmental services work for you in Russia also. Sometimes you just need  to find correct words in your written complain, sometimes you have to appeal to higher echelon.

Your country's authority is much better than mine . I do not trust their efficiency and fairness in my country  . I bought a software which is out of date and the government officials reply is paperwork only . Here, the only thing you can trust is yourself in spite we have revelant Consumer Protection Act .