Earlier quoted context omitted.
The phone support is absolutely terrible. After spending 15 minutes on hold, you get connected with script readers with indecipherable foreign accents, and if they can't help you because it's not on their script (yes, I know how to use a web site, here's why the steps you gave me won't work), they advise you to open a case in the Resolution Center just to get you off the phone -- where I have one pending now for over…
They definitely have a ticketing system, and they do have support that knows what they're doing. Maybe it's just business support or something? We haven't run into issues like this when we call.
Until then, I'll believe it when I see it (extraordinary claims require extraordinary evidence).