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One thing I do sometimes is when calling for a problem and I've gone through the steps already or I know what I'm being told to do won't work, I just tell them on the phone that I've done it. Like I've gone through and followed their directions.
One time I had a monitor go bad under warranty and after explaining everything I've done to the person on the phone, he said yes, I know you've done all of this, be we have to go through this. So he rattled off the stuff he needed to and I just went along with it and after he was done, the monitor was deemed defective and back it went.
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