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Tech support is this for real or just guessing?

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Tech support is this for real or just guessing?

I have a concern when trying to get tech support. This past weekend I was constantly sent to another csr, and one who was in another country, unable to understand what the problem was. I truly wonder if a tech support person is a technical problem solver.what kind of skill and education are they.? The funny part is always asked, :if I have a certain data plan? WTH???? I am sure that my plan is right in front of them on screen.

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