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.
ME
"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."
TECH
"A NIC?"
ME
"The network interface card".
TECH
"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.