I'm assuming that you're looking at it from the point of view of someone who only contacts tech support when human intervention is actually required. And hones

I'm assuming that you're looking at it from the point of view of someone who only contacts tech support when human intervention is actually required. And honestly, probably 90% of people are like this. In terms of who actually takes up the majority of the support reps' time, however, is the 10% of people who are bored, lonely, genuinely mentally handicapped, whingers, and people who get really angry about some bizarre inane detail. I'd honestly love it if companies weren't so allergic to offering good, paid support or just dropping troublesome customers so that the rest of us could get through quickly.