Did you ever get an answer from SAP?
I am in the same sort of boat, I have never got the support site to work, I just work through my issues with out being able to create a case.
My support contract was renewed middle of last month and they still have not fixed it within Contracts...
My software procurement vendor is doing all they can but is at the hands of SAP.
I guess my only option is to start hammering the community forums with my case...
I have all the back up necessary of communications to from SAP / procurement Vendor.
Thanks
Jay