When was the last time you got any useful technical support from a cell phone carrier? Those guys play a classic game of passing the buck, blaming your handset (which they didn't make) interference (which they can't control) and anything else that's not the service they provide.
The notion that some Level 42 World of Warcraft Paladin who spends his days providing tech support for a cell carrier:
1) Has access to any useful information that relates directly to your handset,
2) Has the analytical skills to determine its meaning without rolling a 20 sided die
is patently ridiculous. They'd at best have access to your current outstanding balance.
North Americans need to stop buying handsets from manufacturers: start buying unlocked, carrier independent handsets and you'll change the industry. As long as over 90% of us are committing to contracts that are longer than the average length of time your phone lasts, the oligarchy that is the North American cell phone industry can do whatever it wants.