A lot of people that work in call centers are told to stick to a very specific script. If you ask a question that they don't have a scripted answer for, they end up giving an answer that has little or nothing to do with your question. Tech support is notorious for walking you through steps that you've already done or simply can't do because your environment differs (See relevant XKCD https://xkcd.com/806/).
Management makes them do it to cover their ass and prevent an employee from saying something wrong, but it's terrible customer service. Not only does it prevent customers from getting the help they need, it also makes the call reps appear incompetent.
A lot of people that work in call centers are told to stick to a very specific script. If you ask a question that they don't have a scripted answer for, they end up giving an answer that has little or nothing to do with your question. Tech support is notorious for walking you through steps that you've already done or simply can't do because your environment differs (See relevant XKCD https://xkcd.com/806/).
Management makes them do it to cover their ass and prevent an employee from saying something wrong, but it's terrible customer service. Not only does it prevent customers from getting the help they need, it also makes the call reps appear incompetent.