This is my extremely poor experience with an international IT company providing technical support.

I work in the IT industry supporting databases at a large organisation.
Recently there were some difficult issues with one of our critical databases and we needed assistance from the vendor, a very large global database company.
I went through the proper procedure, i.e. filled in an electronic form with all the required information and logged a support call with them.

Day 1-2.  Extracted reports and uploaded them as requested by engineer #1.  Engineer #1 explained that issue was caused by a dodgy program.  I requested for more info.
Day 3-6.  No update.
Day 7.  Engineer 2 came on board and advised engineer 1 is on leave.   WTH!  No handover or nothing from engineer #1.
Day 8-9.  Uploaded more reports as requested by engineer #2.
Day 10.  After some investigation, I was advised issue was caused by heavy activities on a few disks.  As usual, I need to know more and asked for more info.
Day 11-14.  No updates for a few days, I had to call in and escalated the request as my manager is breaking my chops.  A service manager called me and asked me the same questions again.  She then told me someone will look into this issue.
Day 15.  New engineer #3 is now assigned to my case.  No mention of the investigation done by engineer #2.  Engineer #2 has disappeared.
Day 16-21.  More reports uploaded.  Communication with engineer #3 was not good as well.  I kept repeating myself and kept asking the same questions.  He tried calling me a few times but the call quality was bad and I can hardly understand him as his accent is really strong.

It is now almost 4 weeks since I first logged this issue with them.  No progress and no resolution.  What a pain!

I think its time to repatriate this support call back to Australia.