Somebody already ask for that, you can check the other message
This would be beneficial.
It's like when I call HP to send me replacement Motherboard, and they make me turn on the machine.
Like if I could turn it on, why would I need a replacement motherboard? *rolls eyes*.
The second instance, called a bank for one of the clients because their check scanner wouldn't work.
Their Level II Tech asked me for the same thing Level I did; *Reboot the machine* for about 23 times before I forced them to escalate to the supervisor.
Only he could do something different that made it work.
Sometimes, it sucks because it's a waste of both yours and their time.
Lucky that for Nable, I get the cases escalated automatically.