If the support from microsoft office would would have been better, it would have been such a great product to use. But unfortunately the live support is not active.
It is true that good tech support can enhance user experience, but I don't think it modifies the actual quality of the product.
I have contacted the tech support at many semiconductor manufacturers only to discover that there is only a chat room and often you know more about the product than the person answering. Yet the devices are great.
When I was writing my book "Excel by Example", Microsoft did provide live technical support (for all I know they still do). They had a pay service that was ranked as "individual" and "corporate" and I think there was a third level above that as well. I was researching an issue with the Solver utility in Excel and decided that I could afford the cost for individual level. Well, when I asked my question I was told that it was far too advanced for a the individual level. So I then asked if I paid extra and upped the level, if they could in fact answer the question. They had no idea if they could in fact answer the question at all. Again this goes to show that tech support is not always great even if it is live. I also find that Excel's Help utility is far less comprehensive than it used to be, now relying on web searches to provide the answers.
It doesn't justify Microsoft's approach to tech support, but Excel and Word are so widely used that there are a multitude of places that you can ask a question and get a great answer. They are also a fortune of other resources that can be used to help and inspire.
What other general purpose utility could you be using? Which one will provide you with the level of tech support you require?