The "phone support/customer service" 9x's out of 10 is a joke...anyone that says they're greeatttt is delusional.
Tier one and tier two support levels for any product with a complexity greater than a grain of sand are "filters".
...More customers should call the corporate office directly the number really should be posted on the forum right next to the "phone support" number.
And this works how ? How big do you think the corporate headquarters/social media department of any corporation is ?
Do you have any clue as to the complexity of a computer ? a networked computer ?
Do you understand how many novice users there are out there ?
Again, the lower tiers of any support organizations are filters, To quantify the type and nature of a problem .. surely you can see that not every problem is going to have the same root cause.