I was in IT customer service for most of my 40 years in the industry with several of the movers & shakers of the industry. I was astonished at what customers (particularly Managed Services companies who were hired by the customer to support their networking infrastructure) expected a vendor to do for them. It was basically "Do My Job for ME!", regardless of their support contracts functional coverage. It seemed to me that many of them were hired due to nepotism (knew or were related to someone who could get them a job) or that they simply lied on their resume and nobody vetted them. Seems they were given a list of vendor support phone numbers and simply told if they saw something they didn't understand, call the vendor (didn't matter which one, just keep calling)...
I was on an tech job interview team, and many applicants didn't want to be interviewed in person (wanted phone interview, not webex or zoom). We firmly believe the person on the end of the line was NOT the the one they were trying to place in the open position (a shill). Saw one person that did get hired for a contractor position get walked out the door before the end the first day because it was so obvious they were incompetent with none of the supposed tech skills or work ethic they claimed, so there was no other choice.
I should write a book....