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Terrible tech support

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I have several tickets open with a long standing problem. In the most recent version, the tech guy started with me almost a week ago, then disappeared.  NO ONE at Evernote responds to my requests.  I am a premium user and can't use my expensive Scan Snap to upload to the account I am paying a monthly fee to use.  This is a year old issue that started with an upgrade corruption and never got resolved, and only got worse with the most recent upgrade.  Why can't I speak to a human being?  Why doesn't a "premium" account get service? Terrible terrible service.

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