Same here. Had to contact our Cisco rep to get any real traction. Otherwise, had a case or two opened for over 12 months. Same response each time, upgrade to new firmware. Which seems silly to me because they never took the time to dive into the root cause, so I'm not sure how you can fix a problem if you don't know what the problem is.
Its been frustrating a few times, but honestly support is usually fantastic for day to day stuff. Its rare when I happen to be walking through my garden of perfect roses that I get stuck by a thorn and it turns into a cut that won't stop bleeding as far as support goes.