adamdb wrote:
thanks for confirming my logic anyways... It does seem as if tech support product knowledge has fallen off a cliff of late...
My personal and general experience with the support organisation of multiple vendors the last decade is that most people filling those spots have very limited or no experience from general operation. They are able to figure out most issues and they are good at that but if you don't have an issue yet, they might not be of much help.
Go back two decades and most support people also did consultancy as remote troubleshooting wasn't quite as simple and most big companies had local support organizations everywhere. Go to a start-up and support and consultancy go hand in hand.
The question you're trying to get answered is more down the line of "how can I do this" or "How should I do this" and not "I have this issue....".
So what I'm trying to say is that my experience is that those questions are better targeted at consultants rather than support.