why is IBM/Lenovo support so bad?

Where i work, we have a bunch of X Server machines. every damn time I call them, even after giving them the model and serial number they are unable to determine which product I am calling about. Today they insisted I must be calling about a printer even though they had the serial number. it ended up taking a half hour of me explaining what I was calling about, just to get them to log a case, and this has happened numerous times. how is it possible for their server support ticket creation process to be this epically bad?