Never use the phrase, "I think..." when calling technical support.
This seems to be where the majority of frustration on everyone's part comes from. When you call tech support (or at least a good tech support), they will do the thinking for you. You have given up your right to think at that point when you asked for our help. You had ample time to think on your own before calling us and you chose the easy way out and to call us. So your "thinking privileges" are revoked when you pick up that phone. You are now our meat puppet, you're "thinking" only gets in our way.