Microsoft support SUCKS! Do others have the same negative view I'm getting (unfortunately)?

Question

I've seen terrible deterioration in the quality over the years.  It seems I've been wrong to stay loyal despite what most have been saying.  What's your experience?
My latest experience is that Friday night a technician wasted over two hours of my time trying to do remote diagnostics only to say that he was only level 1 technician and that a better qualified level 2 technician would call me.  But, of
course, I would need to wait about 24 hours.  I agreed to a very late appointment of 11 pm.  The time was scheduled and confirmed three times.  That time was almost two hours ago.  Nobody called.  The technician did say that
if there is any problem, I should call the phone number he gave me and tell them my case # (1196970354).  Well, at that phone number nobody answers at this hour.  It's almost one o'clock in the morning where I'm, I'm still waiting, and there is no
way to get hold of anybody.  Through chat I was told by "Piolo" to call during business hours because he doesn't know about "that other department."
Is this what Microsoft has become?  It's very disappointing and a sign of things clearly getting worse.

Answer 1

Phoneing is better anyways, we have some free phone numbers in our state where we can phone to during the day (except for WE). It's true that it's not the best support but as I said, since it's a large company with plenty of applications and stuff, it can
take time until a problem is solved.
Example of mine:
As usual every Xbox once recieves a so called "ROD" or "RROD" (Red Ring Of Dead = broken Xbox because of bad cooling system inside), I of course had to phone those guys, since I had guarantee for my Xbox, so they can fix it. It took me 5 calls until they
completly understood it, that they actually have to fix my Xbox and not send me anything or whatever. After 5 calls they finally understood what my actual problem was (this even with an extra Xbox Support Team).
Now guess what happens if you go directly to the Microsoft Support. It COULD take much longer than you expect. You can complain about that, I won't stop you, but it will mostly not effect anything.
BTW, I do not know any Support which is perfect anyways.
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