Re: Been There...
"Mr 'One Answer' was earning his keep by diverting many support calls to 'go off and restore your backup'."
I don't think having customers implement a solution that destroyed data since the previous backup was earning his keep. It might look like that from the point of closing calls but what it would really have been earning was a bad reputation for the product.
"I have worked on & ultimately run 'support functions' in large companies "
You really thought it acceptable for support people to be giving bad answers while they were learning on the job instead of being trained?