I do understand.
But otherwise you get often really ignorant persons at those supports.
They know not much.
But of course the customer should stay polite even if its hard for him.
Example : Telekom Deutschland
My router didn’t work properly.
A lot of breakdowns not stable.
The fellow had his “to do list” and told me to do things to get out of that issue.
I stopped him very polite and told him I am a computer engineer those things you tell me will not help because I have tried those simple tricks of course before calling you.
(eg. on/off router )
Now he gave me the number of a specialist who was fit and we could solve the problem (really broken router).
Those support fellows are useful for simple issues only.