You'd be surprised how many people will contact tech support mainly to complain and view getting their problem fixed as secondary. Back when I did tech support

You'd be surprised how many people will contact tech support mainly to complain and view getting their problem fixed as secondary. Back when I did tech support I spent a lot of time commiserating with people while fixing their problem. Allows people to vent and we all know the need to vent when tech isn't cooperating.