Support people should at least get a basic idea of what someone knows and what was done, before going on. I had people on the phone tell me how to empty my cache, reboot, clean temps, etc.
"Buddy! I have been dealing with computers for years. What you suggest, my PC does once a day on its own. My problem is the NIC is not working."
"The network interface card".
"Okay, let me tell you how to uninstall AOL".
Thay may not be a good example, but it is always good for them to ask questions before assuming anything.
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