The latest generation of techs are basically too darn lazy to learn and OEMs are also part of problem as their tech support are people with no experience or knowledge of what they telling you as they are just looking at a computer screen. It actually getting to be a joke to even call tech support.
It was like trying to get a PN for the relay that I had in hand off a Cub Cadet earlier this year. Tech support said there was no relay present on that mower. I told him that was BS and I got smart and looked up the manufacturer number on the relay. Strange after doing that the cross references came the Cub Cadet PN. But was too late for CC as I found a much lower cost for the relay.