That's the main problem is that when you call for support you talk to (most times) a person that doesn't have the skill level to go off script and actually fix the problem and they are stubborn to admit that a device is defective or that buggy software is at issue.
The place I work for purchases software through Autodesk, which they pay about 20k a year in subscription cost for, yet if I have to call them I first get a person in India and then if I ask for the "American" call center I get a person in Costa Rica. Fixing issues that are killing time (=money) takes entirely too long and that's not even including the language barrier. I have even gotten in to an argument with one that kept telling me that a product that they stopped making in 2009 (yet we are supposedly still able to install) doesn't work on windows 7 because the system requirements list only to Vista. Worse is that the newer releases of their software seems to keep getting buggier and buggier. Also odd that they and others have pulled the bullshit where every year they release a new version. This isn't Madden football. I don't require roster updates, but yet year after year they keep releasing crap to justify their excessive costs.
Their latest is doing away with perpetual licenses and going to a total monthly subscriptions which if you stop paying, bye bye software. There is no option on new licenses for buy the software outright. Granted if you have already been on perpetual license, those remain that way, but they won't even send a USB drive for free that contains the software you purchased instead I have to burn up our bandwidth downloading their buggy, poorly supported software, but like I say jokingly to the owners of the company "Hey, what do you expect for 20k a year?"