Patience is KEY in dealing with tech support. Remember that they always have a note driven database, and they can label you a troublemaker behind the scenes. If you're not able to get resolution civily, and you have a legitamate gripe, submit a complaint via the BBB. BBB complaints often go to someone higher up and, to keep a positive company image, will likely be nicer. But, if they look at the case notes, see you're a dick, they can still stonewall you there.

I start off almost every call I make into a company along the lines of "Hey, I kinda have a weird problem, and I really need some help... can you help me?" in a really polite voice. 99% of the time you get a receptive and positive response, and you can work miracles calling in as the "nice customer"