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I just wanted to explain better what Ed wanted to say.

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Which was the entire point of my original post.
Why should you have to "better explain" what Ed was trying to say? You know why, because Ed is not on the level that you and others are. And if you guys are hiring people like Ed, then stars support is going to start to suck (or already is).

Here is a piece of advice. When your suppport send out a crappy response, dont defend it. Admit that it sucked, give the right response and move on.