I used the chat function initially as I didn't want to get a tech out until I knew it was an issue they could actually help with. The tech who came out was super lovely but wasn't aware of any workarounds to the issue I had so had to google like I had - the workaround found online didn't help so the tech rang a colleague for further advice & as it turns out it's a hardware issue so no workaround could resolve it and I was then given some info passed on from the other tech re what I need to purchase to try to resolve the issue. I think in terms of value for money this is advice I could have been given from the chat rather than a tech coming out & paying $152 for this advice. A bit disappointed to be honest.