I had the best experience with Symantec support today. Late last night I put in a ticket for an issue with Endpoint Protection. When I got into work this morning I heard back from a guy who tracked down the answer. As I understand, he saw the issue in the wrong queue and snagged it. I knew it was a tough problem, but he knew exactly what to do.
I know it sounds dumb, but it was such a good experience, it really brighten my day and I had to tell someone about it.