Why is support so terrible?
The reps are very hard to understand (accents), then they act like they understand your issue and then argue about it. The phone menu mazes are a joke, corporate has no real number, the account rep is bsaically useless after he takes your money.
Prior to this experience, I had nothing but good to say about SF. Now, its the exact opposite.
Short of that, there is always this Success Community with people from all backgrounds willing to try to help resolve your issue (or help confirm that it is something you need Salesforce Support assistance for)
Honest question. How did this company become so successful?
Unfortunately, my experience working with support as an ISV partner has been a challenge, too.
The support team seem to be measure on SLA responses, so they usually just 'touch' a case with a 'I will provide an update when I have it message' and do absolutely nothing beyond it.