I lived through the exact same disaster. I spent HOURS on the phone trying to acquire a license for Windows 7 Enterprise, I needed it for Hyper-V. Microsoft's main number, dead-end IVR system. Tried the Microsoft Store, they routed me to the dead-end IVR system. 50 or so minutes after my initial attempt I got some person that could barely speak English from India routing me to a voicemail, a couple of times Microsoft's phone system plain hung up on me after having me on hold for 20+ minutes.
Eventually I got some person at a Microsoft Store felt bad about the whole thing and took 2 days to get a number for a rep a CDW who could get me the price. That rep didn't have the price, but took my information after a 15 minute call and promised to get it to me. When she did days later, she couldn't give me a final price because she forgot I needed a user CAL and a remote access CAL. When I went to make the final purchase, she said oh, actually we can't do it because Microsoft won't sell the Windows 7 license anymore only Windows 10.
The whole process made me feel like I was losing my mind.
Eventually I got some person at a Microsoft Store felt bad about the whole thing and took 2 days to get a number for a rep a CDW who could get me the price. That rep didn't have the price, but took my information after a 15 minute call and promised to get it to me. When she did days later, she couldn't give me a final price because she forgot I needed a user CAL and a remote access CAL. When I went to make the final purchase, she said oh, actually we can't do it because Microsoft won't sell the Windows 7 license anymore only Windows 10.
The whole process made me feel like I was losing my mind.