I once had to call MS in the UK and they were as useful as you have described, and didn't fix my problem either, because "it can't be done". I eventually found a solution with a bit of help from the work IT dept and left MS to fester. Wish I could remember what the problem was now but I suspect I have buried it far away like oyu do with painful memories.

I used to use another piece of software that had similar support level competancy from the firm, and this was a programme that used to cost us ££££'s a month. They also used to say that it "wasn't constructed to do that as no one but you wants to do that", despite the fact that most of the people I knew who used it wanted to do just that.

However I had something else where I knew what was wrong with a service we were supposed to be receiving at work. I called the providers Tech Support and told them that the service was out and what I knew the problem to be, I knew because I had experience in the same field. I am asked to try various things on the equipment, which I say far too quickly, that I have done.

The girl then asks if I have actually done them or if I'm just saying that to speed things up. I make it very obvious that we have tried these things, some before we called her and that it is their lack of service into the property that is the issue. She says that I actually have to try these things before she will continue, so I pretend to perform these tasks and tell her which LEDs are lit etc.

She says that before she can escalate the call she needs to have ticked off all the little (customer performs action) boxes on her screen. So I told her that the faster she did that the better (having done all of them), and could I talk to someone who wasn't just reading a script. The next level up person tells me that there is indeed a problem in our area, they have known about it for the last hour and it is being looked into, hopefully fixed ASAP.

Why was I on the phone for 15 mins when she could have used our details to look up and say "Oh there is a fault in your area, let me pass you onto someone who will confirm this" I have been told that their customer database will tell you this and they are supposed to check it when the caller first rings up.

I share your frustration.