Cubase support in Oz

Hi, first time I’ve used this forum so apologies if this has been raised before. Has anyone experienced poor Cubase support in Australia? I’ve raised several issues and it has literally taken weeks/months to get responses from Yamaha which really puts me off upgrading from v10 to v12.
I even bought a new laptop to get over one issue I was having as I was so frustrated. Obviously this is not ideal and it seems you can’t bypass Yamaha and go straight to Steinberg either.
Just curious if anyone else has experienced this delay in response or poor responses that do come back?