My recommendation is to reinstall OneCare if it is not responding.
Use the cleanup tool before reinstalling -
http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=828910&SiteID=2
Verify that no other security software is installed. Many OEMs pre-install Norton or McAfee software on the PC and these may be causing a conflict if not completely removed.
Is it only unresponsive when there is an Action to take shown? Are you able to access Change Settings or Check for Updates, for example?
"You people" would be Microsoft and the forums are here for peer to peer discussions - the moderators are volunteers and don't work for Microsoft, we are fellow customers. I agree that contacting support is painfully difficult. However, the FAQ -
http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2 - explains how to contact support.
-steve