SonicWALL support

I recently filled in a customer survey for SonicWALL. The form had a few multiple choice questions and some space to put in comments. I marked "unstatisfactory" or "very unsatisfactory" on pretty much all the questions. Here's what I put in the comment box:

"SonicWALL support has gone down the tubes. I have been calling support for about 5 years now and it has never been this bad in the past. Queues are endless, wait times stretch forever. When an "engineer" answers he is hard to communicate with (I am Indian and I still have trouble). Their knowledge is extremely basic. The time taken to understand a problem and find a resolution is much longer than I would like to see - and have seen in the past. SonicWALL used to provide great support. Clearly, that's all in the past. If you are going to offshore your support you need to take quality control very carefully - it should be your number 1 priority. As I mentioned - I'm Indian, so this is not the result of a bias of any kind. Look at Microsoft - they have multiple support centres in India - almost every single interaction I have with MS engineers makes me think "wow, these guys are good". Why not SonicWALL?"

I live in the hope that it'll actually help.