How to get help from Support?

Any suggestions for getting help from Support? My experience is as follows:

1. Chat folks don't know much, and aren't forthright about that. (I wish they would just promptly admit that they don't know, so they wouldn't waste my time.)
2. Phone support has been better (or i lucked out), but they promised twice that someone would contact me in 24-48 hours, and no one has, 5 days since the first request.
3. The automated email keeps sending me notes saying my case is open, but with no update. It says that they are waiting for my response, and that if I don't respond it will close in 5 days. I have responded to one of these emails multiple times, but no one has reached out.
4. Today a senior team member said he'd email me to set up another call (after he spoke to technical team) as soon as we got off the phone, but he never sent the email.

I am experiencing an odd issue. Even after multiple screen-shares, no one can tell me why it's not working as the documentation instructs.
But at this point, I have no idea if anyone plans to contact me.

Is this normal? Should I give up on Support?

Any advice is welcome!