It's not necessarily the support person's fault. I worked in support way back when. There were some long-standing issues that needed only minor work to fix that engineering management didn't get, didn't care about or just wouldn't prioritize. Engineers weren't free to work on what wasn't prioritized. Acknowledging a problem and leaving the ticket open doomed to be unsolved forever negatively affected my performance rating. I had to respond with this sort of cheery everything's fine message and write it off as a customer issue, even though I didn't believe it.