It would be great if it’s the same person, but you never know. The tech people on the phone must be trained to deal with the waiting game while people go back and forth trying the different things they suggest.
My husband loves playing with his sound system and anything related to electronics. Most of the time he can figure it out on his own, but once in a while, he needs to call for help. It usually happens when there’s been some sort of update on his music apps that doesn’t correspond to his speakers.
I’m glad I have him as a husband. That’s one area I have little clue about, and I don’t have the patience with “gadgets” like that. If he can sort it out, it’s one less thing that I have to do. He loves it like I love cooking.
The company is so small the tech department is pretty much one guy & maybe a helper or two. I am used to Xfinity - call, on hold forever, ‘next available rep’ etc.
Here, after opening the account, when I asked what to do, the answer was “call Mike - he’s our field tech & here’s his number!”