[masraum]

Nice, congrats on getting it fixed and working correctly!

It sounds like your call was similar to my normal experience. If I ever call someone for "tech" support (I work in IT, I'm pretty savvy), I try to start off the call assuming 1 "they do this all day every day, so listen to what they say because they should know" and 2 "I called them for help, so listen to what they say." But 99 times out of 100, the first person that I talk to either assumes that I'm like the avg caller despite me usually giving them a ton of info about the problem and my troubleshooting so far or they are not the person that I need to talk to but are the person that I need to transfer me to the person that I need to talk to.