I work in tech support as well. I just give them a one sentence answer why that's not the problem and move on. Granted, I'm a director so I can be frank if I ne

I work in tech support as well. I just give them a one sentence answer why that's not the problem and move on. Granted, I'm a director so I can be frank if I need to, but my support team wont take any bullshit. If people want to whine, send them my way and I'll ask whether they want to save my team the time and troubleshoot themselves, or let the people trained on our systems handle it.