I think most of these complaints about tech support being "unbearable", while legitimate complaints, are things most of us that are fairly technologically literate don't have to deal with often. Why? Because the methods most of us geeks use to solve problems are the logical ones -- if something doesn't work as expected, as Google it and see if someone else experienced the same thing, or check the manual (gasp!). If something is defective, we RMA it back to the manufacturer and get a new one, and don't waste hours on tech support calls. If the product is something we use for business, the company will probably have a service contract and we'll talk to someone right away if needed. If, for some reason, we have to call tech support, we'll call and put the phone on speakerphone while the annoying advertising muzak plays in the background while we go about our business solving other problems, so when somebody finally picks up the phone, we start talking. 95% of the people that call the mainstream tech support lines are mainly the technologically illiterate folks that couldn't identify an SD card from an HDMI cable if it hit them in the face. The people that have the unfortunate task of having to talk with these people, realize that the process of actually educating them is futile, and make every effort to get them off the phone as quickly as possible, so that they have more time to solve the problems of the 5% of the people calling that actually know their ass from a hole in the ground.