I'm not sure what makes you think it's a scam - I'm quite sure it isn't, but it is dreadfully inefficient and frustrating. You say that you are told you are climbing to number one and "that is as far as you get" - what do you mean by that, do you give up, or are you cut off, or what?
If you really can't face another phone call, send an email saying that you want an immediate refund of your money, because the machine isn't fit for its purpose under the sale of goods act. That may stir the company into action. Otherwise you'll have to persevere on the phone.
The symptoms you've described sound like driver problems to me - did you get a restore CD with the machine?