The last time I tried to get any support from Symantec I didn't anywhere at all, no call back no nothing!
In the end I tried speaking to Dell support (who'd supplied the server with BEWS installed on it), and Microsoft support (since it was a problem with IDR which uses Microsofts tech), and in both cases got loads and loads of help. They returned calls, phoned me for updates, provided DDI's and engineers names to make follow ups easier the works.
Now admitted it helped that the company I was with at the time was a MS gold certified partner, but still I expected both Dell and Microsoft to say that it was a problem with the Symantec software, and to contact them direct, which realistically it was, and I think they would have been well within their rights to have done so.
It's a sad state of affairs when you get better support from a 3rd party who has no obligation to help, than from the company who wrote the software.