I can tell you one thing

[AdvancedFlea]

as Taubin said, it depends on the tech you speak to. None of the guys on my desk do it but they might do at other stores. Generally though its only phone tech support that does that

[Andara Bledin]

The only thing that bothers me about tech support is when calling I have to go through the laundry list of things to try.

Yeah, blame the company whenever you have to put up with that.

We just switched from Earthlink, a bastion of non-tech-savvy script-following support staff to DSL Extreme, where our very first call was answered by an actual tech who had no difficulty cutting straight to the chase to get our setup good to go.

It's not the script-monkey's fault he has to play paint by numbers.

^-.-^