"solve the problems" varies wildly from call to call, one could be that they haven't paid their bill and got cut off (but it's your fault obviously), it could b

"solve the problems" varies wildly from call to call, one could be that they haven't paid their bill and got cut off (but it's your fault obviously), it could be a physical fault with something that requires a return or engineer site visit, or any one of a million things. 99% of the time the person answering the call is there as a buffer, cheap fodder infront of the more expensive people who can do things. You either have a very expensive resource manning the phones and working inefficiently with long wait times or you have the meat shield filtering for you. I've been on both sides of this (meat shield and technical fixer) it's driven by about 30 layers of management so it's always a mess, the alternative is the Google/Valve model where there is zero support. (Yes i know support is good on paid Google products. It's not on the free ones)