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I do technical support as part of my job (not out of a call center, only on solutions I have personally installed) and I will say this: 9 times out of 10, the easy stuff you've already tried solves the problem. Obviously your case is the 1 out of 10. But as tech support you get to a point where you tell them to do those things first because it saves your time and theirs on average. I agree that most tech support is undertrained, because they generally don't know how to do more than those basic things that fix the majority of problems. Unfortunately, that's the most cost-effective solution for businesses.
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it's quiet in here
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