"You know it means the person you reached has no interest in your setup,"
"You will probably have to reinstall your browser, if not your OS, before it's all said and done."
"To add insult to injury, he kept putting us on hold as he was also helping out another poor schlub, while billing both of us simultaneously at the full rate,"
"We changed the time and the routers suddenly worked,"
A support customer named Rodney criticizes help desks that rely on scripted troubleshooting, citing the directive to start by deleting cache and cookies as a warning sign. He recounts a workplace incident where contracted support demanded wiping and reinstalling firewall operating systems and imposing rule bases contrary to company policy, while keeping callers on hold and billing them. After long waits, Rodney and a colleague discovered router clocks were incorrect due to a daylight saving time change; correcting the time restored VPN connectivity and original rule bases. The case shows scripted support can miss simple fixes and cause unnecessary disruption.
Read at Theregister
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