It's pretty clear that they are more into following a process, even if it's totally stupid, than helping customers. (remind me Dr Strangelove, when the guy can break a CocaCola machine to get the 10 cents he needed to give a phone call that would have saved the world ...).
Instead of solving my simple issue with a simple solution (namely, providing me the KEY that is associated with the installed product, which is different from the product we bought - a Windows 7 premium. Probably because the DVD was badly stamped before being put into the box), they keep going insisting that we install a new version, losing 2 more hours plus having to reinstall all the side products.
Seriously, it's time to think about switching to some more friendly system, people. Ubuntu is quite usable, so is Mac OSX (but you might face the exact same problem). In any case, making 25% margin is just a shame when the UQOS (unquality of service) provided is so high : basically, you are on your own.
Coupled to the fact that they have delegated the first level support to external companies in low cost countries (profits, it's all about profits), it makes it pretty obvious that Microsoft is equivalent to what IBM was back in the 1990.
The butterfly is now just an elephant, not a dancing one... Sea elephant on the shore.