To be fair to them, they probably get a huge percentage of calls form people who haven't a clue, and worse, ones who haven't and think they do. It never ceases to amaze me that we only ever get the whole story about the circumstances of a failure *after* we've already worked it out for ourselves in the workshop. A lot of people seem to think it will be cheaper, and somehow easier to fix, if they just give us a version that is "economical with the truth".....
Richard