Yeah, most of my dealings with them have been for Windows Mobile device support. I have never dealt with their call-in phone support (which is what I believe you're referencing above), but my store experienced have been mostly them looking at my device and telling me to wait for the next Windows update to see if it fixes my problem.
3 versions of Windows 10 Mobile later, and I'm still experiencing the same problems. It's been 6 months. When I went in a month ago, they gave me the same run-around. So much for a 2-year extended warranty.
In contrast, my wife went into the Apple store to get an iPad looked at once, and they replaced it on the spot. Difference was it had the blue screen of death (yes, on an iPad Air). Even the Apple techs were puzzled, as the device had never been dropped, and in their words "it looks brand new". Also, almost forgot to mention - the iPad was just 2 days past its one year warranty period.
Maybe I just need a BSOD before Microsoft will believe me.