On the topic....
Support reps are like help desk techs.
The good ones know what they are talking about, treat you with respect and can often help make the job easier.
The bad ones read from a script, don't know shit and will usually send you down the wrong path every time.
Unfortunately, as in help desk techs, it seems to be about 10:1 bad to good...
The only thing a bad support rep doesn't do that a bad help desk tech does do is tell you that reformatting your hard disk and reinstalling the OS will fix just about anything...
