Make it easier for a user to get in contact with you. Also, stop forcing us to purchaseca newer version when wanting help. I get it. You're trying to get sales for salaries but not everyone can afford it.
The second... well, I think it's actually because the support is not capable of handling any problem. So they can only come up with simple recepies to solve a problem. Since there are so many bugs in Corel, when you happen to stumble over one in an old version, nobody would be able to fix it, nor would somone have advise for workarounds. Hence, you have to upgrade and then still... it could be an unfixed problem.
If you really want to know how product support should work, try Adobe. They really help you out. They don't just pretend to do so, like Corel does. But be aware, this comes with a certain price tag.
I agree to your first statement.
The second... well, I think it's actually because the support is not capable of handling any problem. So they can only come up with simple recepies to solve a problem. Since there are so many bugs in Corel, when you happen to stumble over one in an old version, nobody would be able to fix it, nor would somone have advise for workarounds. Hence, you have to upgrade and then still... it could be an unfixed problem.
If you really want to know how product support should work, try Adobe. They really help you out. They don't just pretend to do so, like Corel does. But be aware, this comes with a certain price tag.
However - we love Corel, don't we?