OEM TrueImage 2009 and 2010

Not sure if this is the right forum or not but I need help badly. I am a reseller and I am having a lot of trouble and if I wanted phone support I have to pay $100.00

With the 2009 version getting the F11 program installed is adding hours and hours to my builds. I have to reformat the hard drive over and over again until it works. The install goes through the motions and it looks like it is installed. I get the Acronis press F11 on boot, it goes to the restore screen it says it restored the system but when you reboot the system is unchanged. I have noticed when it does work properly the restore process depending on the pc speed, a few minutes or more to restore. When it does not work it flashes in and runs in less than a minute. This happens on all sorts of hardware. Pentium processors Dual core, ddr, ddr2, ddr3 memory. XP, Windows 7, 64 bit, 32Bit

I complained to my sales rep because when I purchased the 2009 in dec 09 I was told I would get free updates and fixes only to find out oem 2009 was discontinued with no updates or fixes. She gave me a free copy of 2010 to try. I downloaded the 169MB install program and when I try to launch it. All I get is a flash, a dos screen appears for a second then disapears then nothing!!!
Can I get help please, thank you in advance
Eric