Incompetence? Oh, hell, yes.

In my experience a support that was outsourced to India or somewhere close equals practically to no support at all.

Just an example. A company i work for now had an issue with storage array performance (it wasn't a NetApp system, just in case, but quite close in pricing an capabilities). We contacted the support (guess where they were from) explained the problem and that was actually a sort of a quest because we had to do it in four five iterations, just to be sure that the other side understands what we're talking about. And you know what they recommended? To reload it. A storage array in production environment with several hundreds physical and virtual machines on, with average load about 25k iops. And you have to reload it. Like it was a simple PC that hanged - oh well, just push the reset button, maybe it helps. The funniest (retrospectively) thing is they said we'd probably need to reload it just once but two or three times in a row.

С уважением,