Talk Talk Hacked

[#1]

Unfortunately there are a lot of companies out there like that. If I can I try and avoid any company that has an overseas helpline because you know what to expect.
If your query isn't on their cue cards then you may as well talk to the wall.

[#2]

Sadly that is because most of their calls are indeed from numpties/customers who themselves cannot or don't read manuals etc.
I was once told by a mobile phone executive at a business conference that 80% of their calls were what he termed "customer education and re-assurance " and I termed RTFM type calls.
At that sort of ratio can you honestly expect companies to do anything else than create overseas call centres to answer the rubbish as cheaply as possible.
It also means, as you say, that those who 'know a bit' get driven insane trying to get though to someone who understands and can deal with the problem - however the problem is simply that you are a minority so they don't care. 
Unless of course the "customer" is themselves a business which umpteen thousand accounts whose designated contact will have direct lines to call direct to a dedicated problem solver in their tech dept.