If you're looking for information on downloading software or finding licenses in File Connect, Customer Care is the place to call.
Upgrade Assurance is Symantec's replacement for PGP Bronze level support. Bronze support didn't include free phone support, it was only available in a 1-900, pay-per-call model.
Symantec doesn't offer an equivalent pay-per-call support model; since the cost wasn't included in the fee for Bronze support, that option wasn't carried over to Upgrade Assurance.
Consequently, Upgrade Assurance customers have access to Customer Care for license issues (as I said above), but not Technical Support. It's possible that TS sent you to Customer Care because you had a license issue? Maybe CC sent you to TS because they thought you had a license issue? Hard to say.
Symantec has added support people to monitor these forums, so this is the best place to get your technical support questions answered. If you do have a license or download question, be sure to say that when you call Customer Care.
Hope that helps.