Nobody should ever buy a Verbatim flash drive, ever, in their entire lives. I've had two bust on me in the span of.. 24 hours? I had one for about a week, and another for a few months.
Dude in tech support took all of five minutes to confirm that my drive was bad. I imagine they're just desensitized to their drives failing, all the time, to the point where they're throwing their hands in the air.
Their flow diagram is probably, "Is the person calling about a Verbatim flash drive? If not, then spend 45 minutes on the phone with them. If so, yeah, screw it; tell them to send it in for replacement."