I had to deal with dell guy for an hour. Screen was blank and he kept telling me to press these buttons and then say it's not supposed to do that. Thats why I'm here I tried all that stuff. Back and forth for an hour till I got someone who knew what too do.

I worked for a major utility and there is a book or a sequence of things the rep must do or ask when talking to you. If you say this page 2b if you say such and such page 2a so forth and so on.