Customer "Service"

Here's an all too common story on dealing with customer service people. This poor guy had AOL, but I've had this conversation before (MSN). Not to mention the heck I went through trying to convince Sonic Blue's tech support that yes, in fact, my new replay tv was not functioning properly. I really wonder about this problem. Does the typical Help Desk staffer have a script and a guy with a rifle watching to make sure he doesn't go off message? Sheesh...