I believe you are very much misinterpreting what's being done:
That had me thinking, how could the tech support NOT KNOW the exact version of the Switch port?
This is a primary consideration at all times -- on all platforms. When the game is updated, certain issues are resolved. So, one of the first things to check is that the player is running the most recent version of the game.
Secondly, the game may have incorrectly / incompletely updated. If the data gets corrupted or the game does not completely finish the process, it can mean that the update is not fully applied. That, of course, can result in all sorts of weirdness.
Both of these things are easily ruled out by ensuring the game version is up-to-date / correct. If it's not...well that's probably the solution right there.
I'll sum it up, John had his recommendations and his conclusions all over the place.
He also had me doing all sorts of things on my console, which he recommended on his previous email messages:
* Checking corrupt data
* Clearing the cache by resetting it
* Do a system restart and starting the game
While it may seem like it's "all over the place", it's very often extremely systemic. Games do not work in a way that are "sensible" or "reasonable" according to "layman's logic". They are complex webs of systems that often relate to each other in very obscure ways.
By asking if you "updated the game after encountering the issue", he's checking to see if the bug occurred
before the update. Certain bugs can be prevented, but there may be no way to retroactively fix the issue. Meaning: if it happens, I'm stuck. The only thing to be done is reload to a point before the bug occured (using the most recent version) and avoid it. That's the nature of computer code, unfortunately. Nothing to be done.
Anyway, he also said that if I had the game on v3.4, it would be a good idea to load the savedata from 3.4 and play the game on this version. I said that was not a solution, even if it worked, because PROJEKT RED cannot pretend this is a fix and that they don't have to do anything to resolve the problem.
As expressed above, that's sometimes the only solution. I can't expect a game with over a million lines of code to work flawlessly in every situation without exception. It's the same as saying someone else should be perfect and never make any mistakes. When (not if) mistakes are made, then the only thing to do is fix them. If the fix is inconvenient, well...that's the way it goes.
A bummer, perhaps, but one can't fight gravity. Once the vase has fallen, it may break. Options are: a.) new vase or b.) glue. Can't get the original vase back. It's done.
If we want huge, sprawling, complex video games with gigantic, open worlds and tons and tons of options...we're going to need to deal with hiccups and imperfections. If we want games that work with zero issues, we're basically limited to linear platformers and text adventures. And just because I, personally, don't encounter any problems with a given title doesn't mean there are not thousands of others that do. Conversely, just because thousands of others have no issues doesn't mean I won't, either. Sometimes, we just win the misfortune lottery.
As it stands, this was a very ambitious project to attempt on the Switch. There will likely be more issues that will surface over time. On the whole, while I'm sorry you hit this snag, it's passingly common in big RPGs to need to restore to an earlier save point and play through sections again if issues arise. Sometimes, one-off issues like this one are simply not re-createable. (I've not heard of anyone else that has ever encountered this. If Support can't make the issue happen on their end, there's no way to track down what might be causing it.)