Unfortunately true. Microsoft support these days, even the paid support, is a complete trainwreck. We had cause to open 2 separate tickets for two separate issues lately. One of them was clearly a bug, has a community forum issue about it with oodles of data provided, and nearly a month in to the ticket I'm still getting 'try this configuration' style bullshit from some low-level tech. I would expect that for free, but for paid support?
The other issue is being handled by the DBA but it sounds like he's getting a similar treatment.
In my previous job, I have seen windows support cases escalated to somebody who know how to do kernel debugging.
I have no idea how much did that cost, but this level of support does exist.
The other issue is being handled by the DBA but it sounds like he's getting a similar treatment.