Upgrade to 2017 frustration

I am battling to upgrade from BD Total Security 2016 to 2017, and BD support is giving me the same answers over and over again! I will list my steps below and then hope someone will be able to assist.

I uninstall BD 2016 first by accessing the link below:

2016 - http://www.bitdefender.com/files/KnowledgeBase/file/Bitdefender_2016_UninstallTool.exe

Then I reboot, and then to upgrade to the 2017 version, I follow the steps in the article below (and I follow it to the letter):

http://www.bitdefender.com/support/-1711.html

 Before I start the download and installation, I make sure that there are no instances of Bitdefender on my PC.  

Once installation is done and Bitdefender is activated, I see that I am still stuck with BD 2016.  I have followed the steps above 4 times and have asked for help numerous times.  The support person usually then asks the following :

In order to better understand your situation and to troubleshoot the issue you are encountering we would like to kindly ask you to send us a Support Tool log, by following the steps below:

- Navigate to this location: C:\Program Files\Bitdefender\Bitdefender 2017 - I CANNOT DO THIS BECAUSE BITDEFENDER 2017 IS NOT INSTALLED ON MY PC!!!!!!!!!!!!!!

- Search for supporttool.exe;

- Right click on it and Run as Administrator;

- Wait until the process in completed and send us as a reply to this message, the BDSP_ file generated on your Desktop;

I HAVE ASKED FOR HELP.  I HAVE EXPLAINED MY PROBLEM AND EVERYTIME SOMEONE WILL COME BACK WITH THE FIRST PART TELLING ME HOW TO DO THE INSTALLATION.  WHEN I TELL THEM IT DOESN'T WORK, THEY SEND ME THE SECOND STANDARD E-MAIL.  IT'S LIKE NOBODY IS EVEN READING WHAT I'M SAYING.  THE LINK AT BD CENTRAL DOES NOT WORK AND I HAVE PAID FOR AN UPGRADE AND AM STUCK WITH LAST YEAR'S SOFTWARE.