Hi gjorgji,
as your experience seems to have been far below what you had expected, I can offer to follow-up on this by contacting my “back-ends” if you are willing to share the details.
As I’m just a volunteer (not from Novell/SUSE/NetIQ), I cannot promise anything. But we Knowledge Partners work hard on giving our fellow users the support they need and of course are interested in optimum support by the official Novell etc. channels as well.
I assume that it’d be helpful if you could tell me whom you contacted, what you asked of them (not word by word 
) and what the response was. If you could comment on why the response wasn’t helpful, I am sure someone at Novell will at least try to improve future service efforts.
To me it sounded like the basic issue got resolved (via the DVD upgrade path), but if there is anything left we could help you with, please let us know via the forums.
With regards,
Jens