I would also like to start with a big thank you to helpful and knowledgable support staff, you are priceless, not many have the mental strength to do what you do.
I'm sure we've all been there you, have a problem, you try to fix it it's obvious that it is something wrong beyond your control... For example your internet is down.
Now you have to phone tech support. Often your fobbed off by someone who either cares less than you or knows less than you.
Now obviously you have to start at the beginning and work through a problem from the basics, there is a lot of silly customers out there who it seems are trying to make things difficult or piss you off. There are also a lot of seemingly knowledgable people that forget to check the basics and need reminding. The real issues seem to start when you start to exhaust the support persons knowledge, they seem to get les and less helpful instead off finding out if someone else can help you.
Just this week I have dealt with the full range of support staff from downright insulting and rude to the exceptionally helpful and truly knowledgable.
Is this solely a personality issue? (On either side)
Is it human nature?
Is it an issue with company/industry policy?