Elzz, try to remember the people hired as "tech support" are not the smartest, they are simply the cheapest people the company can hire. They work from a script. They are in place as a human placebo, taking calls and closing those support case numbers as fast as possible is their goal. If it is a warranty issue and the "customer support agent" isn't pliable, politely close the call and after a few minutes call back. You typically will speak to another agent which may be more agreeable and understanding.

rubynet customer support

cody: clay, wtf did you do
clay: fuck you cody
cody: fuck you too clay!

dead end

cody: hey m8, ruby wtf is with your low tier support guy?
ruby: problem?
cody: the diabetic drunk hosed my account
ruby: use one of your other accounts
cody: I was drunk when I made them and forgot the passwords
ruby: wtf cody, now I have to actually do something ugghh
cody: I'll bring you new members, honest
ruby: new members, ah this is good
ruby: ok, all fixed *grumble grumble* wtf, wut n why i pay this guy for i'll never know
cody: thanks buddy, ruby yur the best admin in the whole internets!

Elzz, remember sometimes you need to reach a higher tear of support... candy bars only buy so much know how