Here's my funny microsoft support story:

I use Microsoft Entourage on my MacBook. There is an option to sync Entourage Contacts & Calendars with the Mac Address Book and iCal. Back in April 2008, I installed the latest Office update. After the update Entourage Contacts & Calendars wouldn't sync anymore with the Mac address book and iCal.

I contacted Microsoft support, and was directed to a bunch of different people that called me back 2 or 3 times within a 2 day period. They finally sent me an email stating that they were unable to solve the problem and that I should consider that this feature isn't available anymore (Great! You pay 600 euros afor their product and with each update, get less features)

I then decided to solve the problem myself and found the solution quite quickly (it required to delete a bunch of preferences files + reconfigure some stuff in Entourage). I emailed back Microsoft support with the solution and mentioned in my email that I was suprised that me, a non IT professional, was able to solve a problem that computer experts couldn't!

They emailed me back, thanking me for my feedback and for the solution which "will benefit many other Entourage customers". They then added that they would not charge me this time!
Hopefully!! LOL (and anyway I had called within 90 days of purchase which entitled me to free support)