I'm on that boat too. Most recently had a ticket about their DNS servers not picking up changes. If I recall correctly the initial response was quick but every subsequent response was from a different person that would run through a script, one step of which was "disable your firewall completely," even though that had been shown to not be the issue not to mention just being a bad suggestion in the first place.

Ended up after a few back and forth replies it was escalated to the "DNS team" but they weren't around until the AM. It ended up being the next evening, after I followed up that I got any response. I ended up making a change on my side to at least get websites back online, but it was over another week before any real "answers" were given.

Of the two issues one was due to certain CNAME records not being supported/allowed by their servers (not documented anywhere) which took over a day to get a final answer on. The other issue, one of their servers connecting/disconnecting to mine (seen in my logs) but not actually doing anything was labeled as something to just be ignored. My logs still fill up with those errors.

I've been with linode a long time and do like them, but as they've gotten larger their support has increasingly gone the way of other large companies...largely useless.