Poor support experience, is this 'normal'?

First post here. We are trying to trial Zoho Workplace but the support is very poor so far.

I ask a specific question "How to do ABC?" for example and get a response that misses the point completely. "You can do DEF". But that's not what I asked!

On paper the Zoho software looks great, and nicely integrated with each other. But if you can't even get a trial off the ground is there a point in continuing?

And no, we do not want to use MS or Google because of their mining of your data.