The problem is that big companies don't care about giving quality support for their products, and for the most part they get away with it. From their perspectiv

The problem is that big companies don't care about giving quality support for their products, and for the most part they get away with it. From their perspective there's no problem to solve. Your solution basically boils down to "companies are failing at escalated support issues well, so they should escalate support issues well."