The thing is that some of what he says is correct. There are times when the response doesn't really address the question. Sometimes it's in the wording of the ticket. You know exactly what you're talking about because you're looking at the situation. So you leave out some of the minutia that would be really helpful for someone coming in after the fact. That's where it gets tricky. Instead of saying "I"m not exactly sure what you're asking", far too often they answer anyway. The answer makes no sense to you so you naturally assume they're dumbasses. Then we get into the contentious part of dealing with support. You either recognize that you might have left out something or you call them dumbasses. At that point, nothing good can come from the exchange. And, of course, there are times when they actually are dumbasses. In those cases, it's best to be polite. You'll eventually get bumped up the ladder and get an answer.