Same issue here.
I've been using TV for a long time, since v8, and I've dealt with their support a few times - they are indeed out-to-lunch. They are clueless, and or indifferent about what their customers actually do (remote tech support), and do not care if we are inconveninced. Deal with it seems to be their attitude. Especially in the beginning when they had no competition.
I will say one thing though, TV was by far the best remote support tool in the world at that time. That's why we paid their rediculous prices. However, thank goodness, we now have other options, and I'm seriously considering them, having already tested a few. Just give me good reason TV.