Well at least I'm not alone on the issue..just seems dumb to pay good $$$ for shitty support. Oh well. Btw - I figured out the paper jam on my own as well. Missed one access flap by the bypass tray and found two torn pieces of paper. They had to send out three rollers and a fuser unit before I finally figured it out on my own. Lol.

No way you would ever find me as a support tech for executives. As I age I find that my patience for stupidity lessens..and execs are the worst when it comes to tech. Lawyers are just as bad too...like forgetting to turn on a monitor. :p