Hi Ervin,
Using "we" I reckon you mention you and SAP and if that's the case you just heard my opinion. After the second time I had to open an SAP Ticket I decided myself to never use that channel again - I'd rather try my odds in SDN because most of the people (Consultants) around here are far more skilled than the general SAP Support I've dealt in the past.
Cheers,
Dan.