Although I can understand what the OP is saying, I do also have sympathy for the support team.
When I'm in "technical" mode I often fix things fast and then move on to the next problem, just as the support team does. Sometimes, when the support team has fixed the problem they see this as the most important thing to do for you, and tell you it should be working so they can move on to the next person who has a problem with their server / their account is not working.
Maybe, if during peak times, these fast replies are given they could be followed up in non-peak times with a more detailed explaination of what the problem was?
We have all got to remember that the support team works very hard, is extremely efficient and deals with many many problems every single day.
I believe that their first priority should be to fix the problem and their second priority should be to explain it. I mean would you rather the problem take an extra hour to fix because the support team is writing a big long response on what the problem is? Wouldn't you rather have the web site hosting back online an hour earlier so you are not losing uptime as well as, if your a business, losing customers and money?
I know which one i'd pick
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