Whether you get a tech who know what he's doing or not is luck of the draw, but for most non-techies, you can assume that they know a lot more than you do. So, just do what you and told, and above all- don't try to second-guess us. That will make everything take longer and generally piss us off.

Even more important: do not fuck with tech support. Simple. Don't do it.

Don't ask to speak to a manager- you will only get someone who's been on the floor maybe a couple months longer than most of the others, and he/she has the power to give you almost nothing. Their job is to tell you that you can't get what you want.

The best course of action is to be nice, polite, and easygoing. You'll always get better support that way. Trust me.