Technical Support = Stuff of Nightmares
A pro tip for those who need technical support. You will need to open 15 cases for the same problem so that the odds of someone contacting you on time increase to slightly above 50%.
I've had a basic BE 2012 problem for a week now, I have 6 cases open for the it because the technicians do not schedule time to call. They just...call. As I'm sure most people in IT can relate, my Outlook calendar is jammed from 8-5PM. Spontaneous calls to spend 1-2 hours working through a troubleshooting script usually don't work out.
If you try scheduling time with them, they will not call at the time they state. At least this is my experience with ~100% of support cases with Symantec technicians.
So, in sum, if you have any Symantec problems, the path towards resolution is through sheer number of cases you can open. The sweet spot is about 75 cases for the same problem. That brings the odds to about 90% that you'll actually be contacted at a time you state.