Ever try getting a SQL support request to an engineer actually at Microsoft and not one outsourced and get a response within weeks? Yeah, not easy. Or if you get a response it's the equivalent of "have you tried turning it off and then on again?".

Yes, we had a SQL support case replied to by email, and then followed-up via phone/screenshare to have it resolved that day.

The only constant with tech support is that it's highly variable and depends on many factors. Enterprise MSDN/SQL support is not bad though and you should've gotten a quick reply if you're using the proper channels with an appropriate support plan.

The shop I came from has been a Microsoft and VMware shop for years and we spend millions a year on MSDN licensing. The support has been kinda shitty. But I’m not there anymore. I do remember in DBA meetings laughing about how crappy it is. And why do we pay so much for offshore support techs when they should be local on premises engineers.