The reality is that tech support from any of these mass service providers is a joke. If you're very lucky you might get an individual who is competent but the vast majority of the time you are dealing with very low skilled (and low paid) people who hate their job and could care less about technology or customer service.
Furthermore, it seems the bigger the company, the worse it gets.
Try dealing with tech support at DirecTV - the US satellite service providers. You will discover a whole new level of incompetence ....and frustration.