I mean, I'm not going to defend the quality of their support.
But if your a small company (i.e. no in-house IT) and you have to choose between using the support included with your purchase of QuickBooks or paying a third-party IT company an hourly consulting rate to fix a QuickBooks problem... The choice is pretty clear.
Now that really is throwing good money after bad. QuickBooks has some of the absolute worst support money can buy.