bigglesworth wrote:And Windows itself has one, which even sometimes works.
I have never experianced such a thing. Surely you jest?
In regards to ISP CSRs being useless - I may as well throw my $0.03* in, seeing how as I work in such a call center.
About 60% of the reps probably don't know anything about Linux or, really, anything beyond their training and support documents. Given the number of calls that are solved with power cycling the modem, etc, that's not a huge problem. They're likely also under fairly strict instruction to not support unsupported products, because that's viewed as wasteful of resources**. That gets followed to the book, too.
Another 38% do have some idea what they're talking about, even if they haven't really used Linux much. They know the basics, and if you tell them DHCP has been turned off and you need them to renable it from their end, it's not a problem. They've gotten the same instructions about unsupported products, but they know that there are easy to fix problems that give better customer satisfaction, so they'll cross that line once in a while.
The final 2% of the people there are very, very good. If you reach one of them, haven't done even basic troubleshooting yet and are a pain to deal with, well, they're overworked and underpaid and don't need to deal with that crap, so don't expect much. If your problem is more interesting, though, they'll make sure it gets fixed, even if it means walking you through writing a new IP stack from scratch. They, too, were told about unsupported calls, and responded by either not waking up, or by making a few pointed comments about the BOFH's tactics.
This, uh, ended up longer and less ranty than planned.
**It actually is. Supporting end user software gets really messy really fast.