Having worked phone support for 2 years with a major pc manufacturer in a prior job I have to say that it was important for both the consumer to insist on getting proper support as well as the support person to be sure they understand the problem. It was often difficult to get the consumer to explain the situation completely, mostly because people didn't know how to explain what was going on, or what all the components are called. But if you know what you are talking about and just need to know where to obtain a driver, be sure you insist on getting the response needed and most support personnell will oblige.
On a side note, if you haven't ever seen the Internet Help Desk video from 3 dead trolls in a baggie, it's hilarious. just go to
http://www.deadtroll.com and look for it under video