How to get effective customer support past initial phone call

It appears that QuickBooks customer support has been intentionally set up for failure. Customers using QuickBooks enterprise no less which have made large investments in this for software and support have suffered unnecessarily with terribly ineffective support designed to frustrate the customer to the maximum degree. As an IT professional I've seen this over and over again. I have a situation with an enterprise customer that is suffering constant unrecoverable errors to all users multiple times per day for months now five hours on the phone today and yesterday to help out a client and I was told that I need to call back in when the issue occurs (which is why I called in in the first place just now with screenshots) And was told again that unless the issue occurs while the representative watches it occur it cannot be escalated. Complete Nonsense. No surprise this appears to be an orchestrated plan to shed customers off their desktop products!