I hear what your saying. Unfortunately, there are a few people here who apparently love to hear themselves talk and just assume that their opinion equals the way the world works (you can usually tell by their ridiculously long posts). From what you posted, I thought the support sucked too. I worked telephone support for a brief while and would never have gotten away with doing my job the way this Justin character does his. I never claimed to know every detail about the equipment I gave support for, but I would research the things I didn't know off the top of my head. I would actually work with the customer to resolve their problem. It didn't matter what the customer's attitude was at the beginning of the call. A customer service rep's job is to turn a customer's bad attitude into a good attitude by helping them resolve their issues without being condescending or rude.
Peace...
