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I work at a Help Desk for the local hospital and all I can say that it is the Customer Care Rep that makes all the difference. They should tell you what they can/can't do and help/talk you through ideas. I've heard so many bad customer care stories that I strive never to be like that myself. I think my case may be a little different, though, because we actually go out and see the people we have to help over the phone.
Sorry about your ordeal carlmccut and hopefully you aren't using that resource hogging Norton yourself.
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*The command line, an elegant weapon for a more civilized age*
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