Get alot of people on those lines just follow scripted responses to try and fix your problem as they're not technical, means they can pay them sod all... esp with ISP's
I always ask for a technical specialist if I have to ring a support line, altho i've not had too for years..
Working on an internal helpdesk (1st/2nd line) tho, I hate the ones who ring you to tell you they have a problem and while your getting the details/fixing it they tell you how to fix it and about how they "know about IT"..
SO WHY RING ME IN THE FIRST PLACE
lots of muppets in the industry esp IT Managers who don't actually know what they're doing... exactly why I want out of it