Originally Posted by: schmangeIt's like.... "yes, I've already tried that. Yes, I know you're supposed to hit that button... yes.. I have enough brains to figure all that crap out for myself before writing you for help. Why do you think I'd be writing you if I hadn't tried that already?

Probably because they've already received several dozen calls/emails from people who hadn't tried that already or couldn't figure out how to do it ("I'm tapping the button with my finger and nothing's happening!").

The tech support industry has its fair share of idiots, but their client base is often so packed full of them that intelligent people with legitimate problems get drowned out.