Well since I’ve been mostly in customer service jobs I’d like for people to know that the reps don’t make the rules or decisions. When there is something about a store or service that’s undesirable such as prices then it’s something to bring up to upper management or just let them lose you as a customer. But you can be as nice to the reps as they are to you.
I think the point he’s trying to make is that he works on specialized network gear for enterprises and really isn’t the right person to go for IT support for your home internet issue. Not that you’re beneath him.
I kinda understand too, I have spent a lot of time in highly specialized technical domains and people often then ask me for tech support for things like their printer or whatnot that I am ignorant of.
Bingo