Help Desks

Why must it be so difficult to deal with help desks for your telephone and internet connections? I realize that 90% of the questions they get are probably from untrained people who may not understand what’s wrong with their computer. But for those of us, who can identify that the problem is definitely “outside the home” and due to some specific event (such as, say upgrading the DSL package caused the dial tone to disappear), having to wade through the scripted responses from the “Level 1” technicians is cruel and unusual punishment in the extreme. When the problem is “Your technicians killed the telephone dial tone when they upgraded the line to the 3 Mb DSL), why on earth should “What operating system are you using” have any bearing on anything? It took about 45 minutes to determine what I knew from the outset — a repair guy had to check the line at their end… Arrghh