A fun game to play when dealing with support at companies is to guess a) what info they have on their screen b) what is available w/ click.
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Replying to @patio11
(Asking this explicitly might not endear you to them, particularly in security-sensitive contexts, since it might sound like pretexting.)
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Replying to @patio11
But remember -- you're not as clueless as the bottom 20% of people who they expect to get through X process w/o manager escalation.
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Replying to @patio11
That's always a big stress relief for me when I remember it; if I misquote my username I feel embarrassed then remember "Oh wait."
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Replying to @patio11
"This CS process is designed to deal with hundreds of thousands of tickets from across a wide swathe of sophistication."
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"It cannot possibly operate if it assumes that knowing what a web browser is is a requirement; accordingly, my mistake totally in bounds."
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