Often tech support people are not the best at holding a conversation. They are often good with machines but not with people.
They can ask a bunch of questions and try to figure out what technical level the person on the other end is operating or they can just do it.
Every system is different, the AC folder is in a different place, some are peer to peer some server, variety of operating system. If you are trying to ask someone who really does not know their setup about all of this it must be really frustrating. They can often figure it out in a few minutes by themselves if left alone.
Now, I am not saying you should just let them run rampant on your system. I usually let them in and may or may not hold a conversation as they go through what they need to investigate. I can usually speed up their progress, but then again, I probably am somewhat more advanced than the average AC doc. I like to see what they are doing so I can learn from them. Again, most are not good at holding a conversation, but if you ask what or why, they will usually explain.
This is different from medicine. We need to be communicators. Those who are not hopefully are in area's that do not require a lot of communication like pathology or radiology. No knock, I know some of those that ARE great communicators, but unfortunately have run across primary docs that are not good communicators. It's hard on the patient and on them to figure out what's going on.
What you have is a different system than medicine. Perhaps surgery might be a better comparison. You go in and fix the problem. Unless it's neurosurgery, you probably don't ask the patient during the procedure how things are going. But you knew where to go based on the symptoms.
