So I just received a call from support. The nice lady asked for my phone number in case we were disconnected (nevermind that she called me and has the number), as well as my email (nevermind that this information is clearly in the support case notes she has in front of her). She then asked what operating system was installed on the clients, and what version of the Endpoint Manager is installed on the server, and how many clients we have (which is not at all relevant to the issue) - oh, and not how many clients are affected by the issue, just how many clients in total.
As I explained the problem from the beginning in detail, she asked me if these are clients or servers. When I explained that the computers with the problem are Endpoint Protection clients that run Windows Server 2008 R2 she seemed to become totally lost. She asked me three different ways if the computers were clients or servers, and I kept explaining again in different ways until I finally hung up.
In all seriousness, Symantec... you really expect me, when I have many other things to work on, to endure level one support from someone who, if they can't follow me on the basics, has no chance to help me find the cause of the problem? I'm actually being nice about the situation. This kind of support is a travesty and this is what we pay additional support costs for?
So, with all due respect Brian 81, I would rather scream my problem in the forums and hope for someone with intelligent input to assist me than waste my time and breath speaking with someone who does not have the capacity to provide support for this issue. I'm not being rude, I'm being realistic.