On the other hand (according to them) I am "special" as I never found any of the questions that I want or need to ask among the FAQ's, or maybe unlucky as the i

On the other hand (according to them) I am "special" as I never found any of the questions that I want or need to ask among the FAQ's, or maybe unlucky as the issue I have cannot ever be resolved by following their problem troubleshooting guides (but somehow in the end the human clerk manages to solve the issue at hand in most cases).