“Why are you talking to the tech?” Because the process of the manufacturer to return failed hardware requires that I talk to the tech first. So I have to talk to someone asking if I’ve restarted my computer, when the failure is the ‘w’ key doesn’t work correctly when pressed on the lower-right corner, but all other…

As someone who’s been on both sides of the phone. ... No, sometimes I DO know more than the tech. I personally won’t lie to them, but the number of times I’ve told the tech that restarting won’t fix it ... and then restarted it ... and IT DIDN’T FUCKING FIX IT far far far outstrips the times that it did fix it.