Aieee, and I just suddenly had flashbacks to a 'professional development' course dealing with how we interact with each other
My experience has been that 'this is broken, how are you going to fix it' works a lot less often than 'this is broken, can you do anything to help me?.' I know it seems silly, and for many people, they really don't see the difference. For some of us, however, the former is... not going to make them super inclined to help, especially, if in a case like this, they aren't *required* to...
All that being said, certainly some of it is who you reach in Customer Support, what sort of day they're having, things like that... all the more reason to be polite, friendly, and non-confrontational
