Re: Yes the users are bad
My ISP's technical support used to be really good, but then they got bought out by a larger firm and now it's back to script monkey level. Fortunately I hardly ever need them so it's not too big a problem.
It was difficult when my 10-year-old ADSL modem died though. It was impossible to get them to understand that a problem with the line would not cause the modem's power light not to come on, nor would it stop the various computers on the LAN from being able to talk to each other. They insisted that I had to try moving it to a different phone socket, replacing the phone cable, etc. before we could do anything else. We even had to have a tech visit to test the line, which unsurprisingly was fine.
When we finally did manage to convince them that the modem was dead, they wanted to charge me $150 or so for a new one - I had to explicitly ask why I couldn't get the "free modem with a 2-year contract" deal that any new customer could get to get them to concede that yes, I could do that and not have to pay for a new modem.
Biting the hand that feeds IT
