That's one tried and true method for 1st tier support to kick the can down the road until the can disappears or is picked up by someone else. The other is to tell you to defrag and run sfc /scannow, and call again if problems. Of course your old ticket will be somehow closed when you call back.It's funny this thread has kept its title without issue this long. Usually a mod would whack that last word before too long.
The mods have a ticket in to get it changed, but the technician it's assigned to keeps asking for more logs to be uploaded first.
Our local support has a much better solution. Every time someone calls them about something, instead of fixing that they screw something else up so you're left with two issues. Case in point, at one point I needed an AD password reset but the reset site was having some manner of issues. So I called support, and instead of either helping me with the reset or saying "Yeah the reset site will be up in X minutes" they screwed up my callback credentials as well to make sure I couldn't auth with the reset site if it came back online.
So most people don't call them to begin with out of fear of more breakage.