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So is Microsoft's phone support literally just designed to transfer you from one department

I've had to call in for a few basic questions before (things like licensing and such) and every time I spend about 5 minutes giving someone my information (because Microsoft doesn't have the actual capability apparently of sending that information from one department to the next), then explain the issue, then the person pauses for a second and transfers me to another department 'better suited' to answer the question and the whole process repeats. I've actually had them fully circle me around from department a to b to c to d to back to a again.

This is the norm, isn't it? Like there's no reason to even bother picking up the phone in the future right?