They provide this crappy support because they can get away with it.
You're lying. Everyone knows private industry is so much more efficient and responsive than the government so you're just making up this shit.
Private industry would NEVER treat their customers in the manner you described. They would bend over backwards, expending all needed time, effort and money to make sure your problem is resolved quickly and efficiently.
For those who don't grasp sarcasm, this was it. I work for a government agency and while we have all the people described in this thread, I can assure you, the private sector is just as incompetent and slow moving as anything the government does. The stories I could tell you about slow response, pawned off troubles and general incompetence. . .