Re: Oh the pain!
I wish you were joking. Had exactly this with a software vendor about a critical production issue. It took them ten (10) days to solve the problem; afterwards, I found the solution in their knowledge base. (No, it was not added afterwards, yes, I had searched their knowledgebase, no, I had not found this, yes, I had described the problem in great detail, it should have been easy for them to connect the dots ...)
Problem is, people with know-how cost a lot of money and thus cut into profit.