What it comes down to is this. You (everyone on here) probably considers themselves pretty savy with diagnosing a cell phone problem. I would be willing to bet 90% of the time you are correct but the techs/cs agents do not believe you. Why? Because of the majority of people out there who don’t have a fucking clue as to what is wrong with their phone. It’s safter to treat each user like a child as opposed to taking their word for it. I find that once you put yourself in their shoes, it’s easier to deal with CS people.