What happened to Microsoft Support?

The level of support for M365 that we are receiving from "Microsoft branded" support teams keep getting worse and worse (we didn't think that it was possible, but here we are).

The classic "we tried calling you but couldn't reach you" is back. You open a support case, sit in front of the phone waiting for the call just to receive an email stating that "we tried but you couldn't be reached". When you reply that you are sitting in front of the phone and you didn't miss any calls, the support engineer will call you back and successfully "reach you".

Not replying to emails (including those sent to "Team Managers"), sending email with 2 mins before the end of the engineer's shift so there is only 1 email per day or closing cases with issues still being open is now the norm with MS Support.

Support cases that drag on for weeks with no resolution, "can you please change this setting and try again", "we are still reviewing the logs" or my favourite "it's been 2 weeks, is the issue still occurring?" emails are extremely frustrating.

The difference in support a company receives is very obvious between a multi-million-dollar support agreement and partner/SMB support. I understand that MS may not want to spend time, money and effort on companies that don't buy support agreements outside of those that come with the product, but if you already offer support then at least make it somewhat useful. 

The most frustrating part is being stuck with this level of support and having no other options. Most escalation emails to cc'd managers result in "do the needful" emails back to the engineer or go unanswered. The only way to combat this issue is to open multiple identical support cases in hopes that 1 out of the 3 engineers will be able to help you.