Snorky, since you are in Europe, you can expect much better ABB PLC support than in the US. In fact, except for ABB's Industrial Automation Group, there is no official PLC support in the US. It must come out of Italy, I believe.
In your case, contact your regional ABB Industrial Automation Headquarters and ask for help. It should be readily available in your area.
I do not have phone numbers for ABB's European operations. Sorry.
As for the difficulties in dealing with ABB PLC's in the US, the vast majority of ABB PLC's are buried in equipment sent to the US from offshore suppliers. These suppliers have made a conscious choice to place these units in territories where ABB has been very public about not supporting them. Generally, they do that so all service-related questions and problems (read that, revenues!) come back to the OEM. While I suppose I'm prejudiced a bit about ABB, it seems to me that the cursing should be directed at the OEM's who have stuck their customers with unsupported components. It's the same situation with some of the imported gearboxes, brakes, etc. etc. that show up here with absolutely no support.
My experience with ABB is that their support is excellent on products and in territories where they claim to have support and actively sell their products.
