I think it is fairly clear that their phone support is good.

However, given that their products are globally sold, they need to either provide 24 hour phone support so that customers are not expected to get up at 3am just to talk to them in business hours CET, or they give equal priority to email support - and this is where the "horrendous" nature of their support comes from.

I have sent them 10 emails now and a month with the problem I have received precisely 1 response - and that response let me know that their system hadn't recorded the MAC for my nokia, but gave me no clues as to what to do about it.

If their policy is to only respond to emails once a month, then that email should contain as much detail as possible about how to get the problem solved.

My only recourse now is to contact VISA and obtain a refund.