I'm in the position of that user. I have a boss telling me to not turn Team Microsoft's problems into mine. She's happier if I take someone from that team along

I'm in the position of that user. I have a boss telling me to not turn Team Microsoft's problems into mine. She's happier if I take someone from that team along my troubleshooting journey. It now takes two people's time to arrive at the same conclusion. And most of the time that conclusion is that microsoft screwed up and the only thing we can do is reinstall.