Why is Trend Micro so hard to load?

At 5pm tonight, I started to install Trend Micro on my laptop, and found I couldn't.  For some reason, Trend Micro would not take the serial number that they provided.  And, as I was later to find out, the number they had labeled as the serial number, was NOT the serial number.  Instead, it was another number that also started with 4 letters, on the page before.  Every time I tried to enter the serial number, even when I had the right one, the prompt in the first box where the first f4 letters go, would not flash.

I tried everything, for 3 hours, then decided, I'll pay to have Trend Micro do the installation.  So, I paid my $43 through PayPal, and the tech I got, then had ME enter in the info, push all the buttons, and what not.  

Also, when it looked as if the program had downloaded, I asked the tech if everything was done.  Crickets for over 5 minutes, so I figured she'd moved on to someone else, and I was all done.  I shut down my computer for the night-it was now 9pm.  

Some minutes later, my phone chirped.  There was the tech on messenger, telling me, no my d/l was not complete.  So, I had to turn the computer back on, and get back online.  I told the tech I figured we were done, since she was silent for over 5 minutes after I'd asked if everything was completed.  She said, she had more than one case at one time.  Nice to know.

So, finally got everything done.  I hope.  Because in the last half hour, I haven't heard anything from the tech.

I did ask her for my $43 back, what I had to pay to get Trend Micro to install their program.  Yet, I did all the button pushing and entering of info.  So, why did I pay $43?

Its now just past 10 pm.  I've had no dinner because I was bound and determined to get this program installed on my computer.  I think next time, I will look at other anti virus protection programs, as this is the first time I've had a problem d/l one of these programs.