I'd expect to get the same help from MS regardless of which version you've purchased - provided it's a currently-supported version; don't expect support in 2015 for Word 2000... Merely saying "the answerdesk has failed me several times in just a week" doesn't give anyone much to work with, though. We can't even tell from your post whether it was a genuine Microsoft help desk or one of those outfits that masquerades as a Microsoft help desk. Depending on the circumstances, too, what you're calling a failure may have been quite reasonable under the circumstances; then again, it may not have been. Since you haven't given any detail, don't expect anyone here to express an opinion one way or the other. MS also has a feedback web page somewhere you can use if you're unhappy about its products or services.

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Cheers,
Paul Edstein
[Fmr MS MVP - Word]