lol
sounds like usual support
most of the time it takes ages to get response, and if they respond, you wont understand what they are talking about (cause they talk about something totally different than you wrote em...)
Im pretty sure every tech support guy has a book infront of them where they look up the problem you are having and under each problem it says
1. Tell client to check if all wires are plugged in
2. Tell client to restart computer
3. If problem persists tell client the must format their hard drive