One of the interesting things I discovered was that their idea of 24/7 support simply meant was that I could leave a message anytime, and they'd get back to me

One of the interesting things I discovered was that their idea of 24/7 support simply meant was that I could leave a message anytime, and they'd get back to me at some unspecified point (but usually within 48 hours!) between 8 and 5, Mon. through Fri. When I did get a calls back, their first questions never pertained to my problem. They were far more concerned with the state of their self-help system, and wanted to know if and how failures there led to my calling them directly. This was a couple of years ago, and it may have gotten better since then. However, the steady drumbeat of posts like this indicates that it hasn't.