Ask HN: Why is AWS Support so frustrating?

For all the amazing services and infrastructure Amazon AWS can provide the support is just abysmal and I really wonder why.

Our company pays for the highest premium business support from AWS yet every interaction with them is a battle to have them understand the issue and even how their own services work.

I understand why it takes some time to familiarise yourself with a new issue from a specific organisation but I constantly see myself having to explain to them some of the basics of their own services.

The solution or responses when they will "need to take it offline" are usually incorrect which then adds more delays and frustration.

And another thing, we use sub organisations per AWS best practices (their new review thing) yet somehow the support is unable to provide help for these suborganisations as they don't realise there is a main billing / support account and virtual organisations underneath.