Frank,
I so feel your pain. I am a long time Pro/E/Creo user since the early 90s, and now I administer a fairly large group of engineers using Creo 2.0, and Windchill 10.1 M020. It has been rough since Windchill came along. PTC offers system and business courses which cover nothing about how to truly manage and troubleshoot the system. I won't even get started on tech calls right now....I am not a JAVA programmer neither am I a DBA both of which seem to be a prerequisite for administering this system. There are some guys in the community who seems to know quite a bit about it, and not sure where they got there training. Just wanted to say that I empathize with you on this issue, and I wish more people would make more noise about it of just sitting back and taking it. My company division, not to mention the whole corporation as a whole pays TONS of money in maintenance, but there is no benefit. I have been trying to work through an upgrade for over 3 months now....still have not succeeded.
Buddy