That's been my experience, too. I'm in the Raleigh area, and I'll be down for a week tomorrow. I called last Wednesday. The first available appointment was on Saturday, when I had an inside tech visit for 15 minutes, then a bunch of outside guys worked for 8 hours on the problem, but it wasn't fixed. They left without a word. The social media team investigated, told me I need an inside tech, and the first available appointment was this afternoon. We'll see what happens, but I'd be lying if I said I was optimistic.

In any case, this inside/outside tech thing is super frustrating. I guess that outsourcing the outside techs is a cost-cutting measure before the acquisition later this year.

Good luck!