Can I get someone smarter than you, please?

I've been on the phone with a certain software company for going on 2 hours now. The tech that I'm talking to is quite obviously not capable of fixing my problem. I've had to tell him FOUR DAMN TIMES that the server we're talking about is not running Wind0ws. At all. The first time, about 2 minutes after starting the conversation.

WARNING: This post has nothing whatsoever to do with weight loss. It's just a semi-coherent rant about vendor phone support.

An hour and a half later, right after telling him the relevant details about the server again, including that it is not running a Wind0ws OS, only emulating NTFS security:

"What I'd like to do is connect over remote desktop to the server that the folders are on."
"No, I cannot do a remote desktop session with this computer because it's not running Wind0ws. As I just said, it's a storage appliance."
"It's not a Wind0ws machine?"
"No."

Fruitless troubleshooting ensues. Barely 2 minutes later:

"Okay, can you look at the local security policy on the server that the share is on.."
"No, I cannot look at the local security policy on the machine, because it's not running Wind0ws. It's an appliance, emulating NTFS. [repeat details about make and model of storage appliance here]."
"It's not a Wind0ws machine?"
"No, it's not a Wind0ws machine."

After a 5-minute hold, during which he consults his experts:

"Okay, what I need you to do is a remote desktop session to the server..."
"IT'S NOT A WIND0WS MACHINE. As I have told you 3 times now, it is AN APPLIANCE."
"It's not a Wind0ws machine? If it's not a Wind0ws machine, then I don't think we can support your configuration."

At that point, we had been on the phone for nearly two hours. Somehow, though, I managed to suppress the STRONG desire to unleash a stream of obscenities that would make a sailor blush.

The best part of this is that I had maintained from the beginning of the conversation that this problem is unrelated to the server. If it was a problem with the server, it would be happening for everyone. It is an intermittent problem with certain workstations, and the only reason it even involves me at all is that it involves connections to the server established by the user's profile. A server which, by the way, is NOT A DAMNED WIND0WS MACHINE.

The workstations, though? Wind0ws machines. Which is why I called, why I paid my $200+ support fee, and why I am so annoyed that I wasted two hours of my life repeating myself to someone who hasn't grasped the concept of just WRITING SHIT DOWN. Or perhaps just listening, already.