Similar thing happened to me when I contacted support for Google play music a couple years ago. The person was very nice, but (s)he had zero detailed knowledge

Similar thing happened to me when I contacted support for Google play music a couple years ago. The person was very nice, but (s)he had zero detailed knowledge about the product. (S)He was literally searching for my problem on Google and reading from random blogs to me. I realised it immediately because I had done the same searches before contacting support.