Actually, this is the way the software is supposed to work, as this is how it determines who is the true top of chart (i.e. the CEO) and who are orphans.
The software determines the branch with the greatest number of subordinates and sets this to be the top of the chart - this way, single orphans and orphan branches do not take over the chart and render the real top of the chart an orphan.
If you have an orphan branch that has more subordinates than the main branch, this person's orphan branch will become the top of the chart. The only way to resolve this is to fix your data source and ensure that the orphan branch is folded into the hierarchy or to remove the branch from the data source entirely (if it is not part of the hierarchy).
As for contacting support, nothing has changed there. You can submit a support case at:http://www.humanconcepts.com/support/contact-support.htm
Enterprise Support Technician