Years ago when I still worked in acct I worked at Lexmark. My cubicle area was right next door to the support staff cubicle area. What entertainment that would provide listening to how those conversations would go. I remember one support staff hanging up the phone after a difficult call and stating out loud if the person who called only knew that I am a car mechanic by trade and don't know anymore about how printers work than they do. We also had the support staff that was for executives only and not for peons like me and the public. You knew if something went wrong go to them and not to the actual people who worked support lines.