What is going on with Symantec suppot? I have a critical issue and support is crawling...

Under MySuppot cases cannot be created, viewed, updated, etc. I receive the error: The MySupport application has encountered a program error. You can either try again or contact Symantec Technical Services
 

enterprise_support@symantec.com never replies to my inqueries.

http://customersupport.symantec.com/app/ask errors out and instead suggest to emai customercare@symantec.com, but that email goes nowhere and sends back a NDR.

I have a case number 419-339-349 that was opened 3 weeks ago. I'm left without the ability to backup virtual machines since I upgraded from 2010 to 2012. This is the slowest moving support I've ever encountered.

Where do I go to downgrade my license keys so I can roll back to Backup Exec 2010?

Thank you