Obviously it depends on the specific kind of support and the hotline I am calling, but if it’s a complex issue, and the support hotline is a national toll free number that’s clearly outsourced to whatever crummy T1 support call center, I don’t even bother with details. It just confuses them, and I know they have a script that management will fillet them over not following even if they know what to do. Just mash A through the script and save the effort for T2 and higher.
Who knows. Sometimes that T1 script catches things you missed. It’s designed to weed out the simple stuff, after all. When you directly leapt to more advanced troubleshooting, sometimes you leave an obvious step behind.
I always start off by telling them “I know what I’m talking about, I work in IT, let’s skip the basics, I’ve tried it all already.” but they sometimes still don’t listen.
They don’t listen because, unfortunately, for every one person telling the truth, there’s probably at least three people who don’t have an iota of a clue about their system but lie about it because they think claiming they’re an expert is a cheat code to getting better support. Ruins it for the rest of us.
Loving this AI revolution so far (sh.itjust.works)