" with most help desk
s is that first line support is usually crap. The people who answer your phone
s first have usually no knowledge
about their system
s and answer your question
s by reading a check list.
You can tell them exactly what is wrong, as long as it is not on their checklist, they will tell you to reinstall everything...
the best thing you can do is to persuade them to connect you with second line or third line support. With these guys you can usually talk about the problems and tell them what is wrong.
Last time I called my DSL provider, the second line guy understood what was meant by Your SNMP server is not RFCxxxx compliant and the problem was gone two days later...