Greg,
If the local distributor is as clueless as you indicate, I suggest you complain to the regional Siemens sales office. The distributors are supposed to be able to support the products they sell. If they can't they have no business offering the product line.
You can purchase products from any authorized Siemens distributor. You're not restricted to the one closest to you. If the guy across the state line gives you better service, then reward him with your business.