Welcome to the forum. Unfortunately, a lot of the "technicians" on such support lines are working from scripts, and really have no great depth of knowledge. That's not to say they're all like that; I've had the good fortune to work with some people who'll think outside the box and really work a problem. Unfortunately, a lot of these places are performance-driven due to the number of calls they handle, rather than the quality of service they provide.
That's why it's always nice to see a forum like this where like-minded people will share their knowledge and help others
"An ounce of prevention is worth a pound of cure" ~ Ben Franklin