Customer support is often a joke. Years ago, my wife wanted to go back to work after our kids were mostly grown. She went to a hiring agency and confessed that she had never used a computer and did not even know what a mouse was and could they find her something to do despite that handicap. They said no problem and sent her to a job where she was a customer service representative who answered telephone help calls for a computer software company! She quit the first day. Think about that when you call for help on a customer support line.