There's an old joke:
The Software people will tell you it's a Hardware problem. The Hardware people will tell you it's a Software problem. If all else fails, both will blame the Network.
Today's modern "Tech Support" seems to reduce this to one easily-remembered primary rule: It's not our problem. The job description for many Tech Support groups would appear to be very simple:
- Read to the user from the manual. It's not necessary to pick the "correct" part as long as one or two words match the complaint.
- If that fails, disavow all knowledge of the problem.
- Success in getting the user to reinstall the system (and remove all "third-party software") is a plus.
I recently ran into a very odd symptom on my Kyocera 7135 "Smartphone". The 7135 is a clamshell flip phone combined with a Palm PDA - very nice. One of its features is an external LCD strip that shows the Caller ID of the incoming call. The LCD also shows battery level, signal strength (when applicable) and current time.
A few days ago, the LCD clock disappeared.