Typically, I find much of the support to be what I call “Poke and Hope” as some of the representatives just provide a link that “explains” the process. What I have learned through over fifty years of education work, not ALL people absorb and/or retain written direction when they initially do not have the depth of knowledge, skill and ability to do the process. I readily accept and admit to being well within that group. The support staff needs to recognize that the user needs to DEMONSTRATE the ability to follow the directions rather than simply thinking they do know how to perform the tasks.
