Well since I’ve been mostly in customer service jobs I’d like for people to know that the reps don’t make the rules or decisions. When there is something about a store or service that’s undesirable such as prices then it’s something to bring up to upper management or just let them lose you as a customer. But you can be as nice to the reps as they are to you.
The things I ask you to do while troubleshooting aren’t guesses. They’re based on years of experience.
Sometimes I’m guessing, but my guesses are more informed than yours and I’m only suggesting giving it a try because it will be faster than this argument we’re now having about it.
If you can frame every guess so that it can only ever have a binary A/B answer, troubleshooting and guessing are pretty much identical.