If the first person on the phone is clueless, I ask for a higher tier of support. I work in Audio/Video/Networking and major brands that once had people who really knew their products, even going back decades, have gone on to some other job, likely thanks to COVID layoffs. They filled seats without knowledgeable people. I called one electronics distributor that had hired someone who had absolutely no idea what he was dealing with and during the phone call, we chatted a bit and I asked when he started working there and what he did before- he had driven a beer delivery truck. Yeah, that's a 'ready for prime time' employee......