True, esp. when they expect most of their calls to be from clueless PC users, and anything more than "have you rebooted your computer" is haaard, man (as Barbie said).
Just in the last month: idiot nixspam, which is a blacklist of alleged spammers, and uses a method that's 20 years out of date (almost nobody uses an ISP that has 1000 users, total; my hosting provider has literally millions of domains), blocked my hosting provider's mail gateway. After nixidtiot's page asserted there were "too many spams", I contact my tech support by email, and forwarded them the bounce message.. In the blazing speed of a week, the tier I support managed to check *MY* HOME IP, and tell me it wasn't blocked.
After I came down, by email, like a ton of bricks on them, and the same in the "how did we do survey", a couple days later I got a response from Tier II, and a permanent tier II contact for things like this....
mark "this coffee mug holder not compatible with any other...."