Anyone who has ever worked with Microsoft products can understand how frustrating it is to go in circles with support, after you have already tried every suggestion on the script they refuse to deviate from.
Eventually all Tiers of support usually end up this way unless you actually get into contact with an advanced technician or programmer (where, sometimes, they are willing to help you.)
But don’t get your hopes up. 😉
In all seriousness, this is going to become more of an issue as Microsoft further changes their product GUIs which ultimately throws new and long-time users a curve ball.