Tech support is overworked, often uninformed and/or incorrect.  And likely underpaid.   AND, so are we - 'we' are all volunteers, doing our best to help out fellow tax pros. 

Intuit has increasingly passed off most/all 'support' to this forum - without divulging that this forum is predominately populated by unpaid fellow software users; new posters don't realize the fact the 'we' are volunteering to help out our colleagues.

While you may not like Phoebe's (one of the most valuable posters here) tone, she is correct in her assessment & suggested solutions.

I'm also sorry for your loss.