Emma

And what do you suggest they do, test everyone before you’re allowed to buy the computer? Because that’s the only way to guarantee that they know who is an experienced user and who isn’t. And telling the Tech that you’re experienced is useless, since about 75% of people who call in would consider themselves power users, and let’s face it, less than 5% actually are.
Most of the people who call in with a “hardware” issue don’t actually have hardware problems at all, so it’s not like the tech can just take your word for it. They don’t know you from grandma Moses.

OMG, you have to follow directions! It’s not hard for you, and the tech has to follow protocol (Yes! There are rules about what they have to do before they can send you that part!), so there’s still no reason for you to be an ass to the tech.

Also, to all the people complaining about lazy/uneducated techs: Here’s the crux of the problem: Many companies use employment/temp agencies to fill those positions, and then retain people based on their metrics (stats). The computer company I used to work for considered average call length to be the make or break for keeping techs. What does this mean?? Telling you to reinstall your OS will definitely solve your problem, and it’s a faster call than sorting through your registry and trying to find that pesky preference file. There are plenty of techs that are fully capable, but don’t use their knowledge because getting you off the phone means they keep their jobs, and plenty of techs who don’t know a keyboard from an LCD, but because they run you off quickly, they keep their jobs. If you want that to change, harass the company, not the poor tech (particularly not the poor tech who actually is taking the time to help you and isn’t just dismissing you)

Actually, that is almost never the case when I call tech support. I am calling tech support because I have a bad disk in a computer, or network connectivity is dying somewhere before me. If it’s a configuration problem or software problem (except for licensing issues) I will not be calling Tech Support. If I’m calling, it’s either because your product crapped out or because your service is messed up and it’s your fault!