Why is the Microsoft partner support so pathetic.

We have been raising support requests through Partner Center, but the resolutions we receive from the support team are often just links to publicly available documentation that we can already access ourselves. If we were able to fully understand and resolve the issue through those articles, there would be no need to contact support in the first place. It seems the third-party support team does not fully understand the concern being raised, and the responses are usually generic line items with documentation links, which is not acceptable. How do we get beyond these front line partner support team and connect with actual partner teams from Microsoft to get the issues resolved. 

I’m not sure if other partners are also facing similar experiences with Partner Support, unresolved issues, or inadequate responses.