Private,
I have to agree with you. I never really had any bad experiences dealing with support other then the length of time especially being on cell only. At times the first tier could help and if not I had to educate them that they couldn't by letting them continue their script. Patience and communication seems to be the key and remembering they can't see what you see.
People need to remember that what they have on their end they need to educate themselves about to use properly. Buy a new coffee maker and they don't stop by to show you.
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