I used to work phone support for a large auction site (your first thought is probably correct). I can confirm this notion or idea. We were given generic thing

I used to work phone support for a large auction site (your first thought is probably correct). I can confirm this notion or idea. We were given generic things that the customer could try to fix the problem. You know "Clear cache and cookies", etc. If the issue persisted and we could not reproduce the problems on our own machine we weren't allowed to push trouble tickets to our QA team. For a lot of the lower tech users, I suspect issues were on their end. However I often got users who obviously knew what they were doing, and it was frustrating that there wasn't more we could do.