At work, the last few days, we have had a problem with our connectivity. It was a very complicated routing problem that only manifested it's self sometime. After some time continuely explaining the issue to our ISP, they saw what was happening and in turn, passed the issue on to their provider to fix.<br />
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It got me thinking, there should be a system in place for customer support. Maybe a simple quiz before you get a rep. Like "TCP is", press one for computer type, press two for video disk format, press three for core internet protocol, press four for IP address. And maybe do three or four questions. If you have a not technical person, give them basic support for restart your modem, restart your computer. If you have a technical person, then you can save them and yourselves hours of time, be just listening and believing that they may have a clue.<br />
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Just an idea. You would have to have an opt out.