The only reason I can give you is that support practices and product quality is about the same amongst all the big names at similar price points.  So it's unlikely you will find significantly better support on a consistent basis elsewhere.

That said, best advice, get on the phone with support and escalate to a supervisor/manager.  Be persistent.  You can get almost any reasonable request approved if you are persistent. 

Thanks for the advice!  I have asked to speak with their supervisors twice, only to be transferred to a completely different department.....

I'll keep you posted!

I agree--nicely but definitely asking for escalation had helped me, with various tech. companies.

Very much down to the individual you get not a company thing. I had an issue with the SSD, very good person dealt with me initially, unfortunately there was no stock so call was open for a while, handed over to different people as they went on/off shift. No updates and very little help apart from the first person I dealt with. Escalation definitely helps normally though. Sometimes it helps to choose the correct time of day to call so you get the better centre. Late afternoon I find best.