I've had threads that have gone on for weeks and even months, that have gone nowhere, because the people can't understand basic, and I mean basic, IT concepts.
Before we jump on the gross overgeneralization bandwagon let me stress that I work with a number of Indian engineers, and they are terrifically smart. But my company takes pains to vet the applicants in person and test their abilities before we hire anyone.
Microsoft, not so much. We also have had a support ticket open for months because their every response is like they're waking up to a new world each day, even when it's the same CSR from one call to the next. They give us pointless, time-consuming tasks and then spend days before saying "Thank you for the response, I will escalate this to the team."
Early on in the process, they were on a call with us doing screen sharing and advised me to flush my browser cache. I thought it was a stupid idea since the problem affects every user at the company but it wasn't a big deal. Then they wanted to know the results of a diagnostic query, and I showed them how the diagnostic query fails - producing a blank dialogue box instead of any useful information.
So you can imagine how gratified I was, two months later, to have the same guy (after repeated "escalations" to a higher-level team) say "We have found the cause. You just need to flush your browser cache, then look at this diagnostic page to show you the source of the problem." Big surprise, flushing my cache for the 100th time didn't change anything, and the diagnostic page still showed an empty dialogue box.