My experience with ebay live help has been just as bad. I used it
recently to find out why an item I listed almost 24 hours ago still
wasn't showing up in the search. The guy jet kept repeating that it
should show up within 3 hours when I was asking him why it hadn't
shown up within 3 hours. I think they just match your question to the
closest one on their help list and read the answer to you.

Since you mentioned the new feedback system...

The new feedback system now makes feedback for buyers meaningless.
They should just make it so sellers can't leave feedback at all since
a buyer's feedback no longer tells you anything. If paying is the
buyer's only responsibility, then why don't they just make it so the
buyer receives an automatic positive feedback as soon as they make
their paypal payment? All of my worst buyers have been people who
paid promptly, but then later made unreasonable demands, or did a
charge back.

Another problem I'm seeing with feedback is the new star rating system
for things like shipping. The meaning of the ratings is deliberately
misleading. 4 out of 5 stars is described as "reasonable", or
"satisfied", "accurate", or "quickly". These all sound like positive
comments, but a seller with an average of 4 out of 5 stars is
virtually kicked off ebay. They have to pay higher fees, and have
their listings hidden at the bottom of the search.
Andy Cuffe