> Hopefully I can get somewhere with the phone support people, but it's really disappointing that they don't train their techs in the stores to feel out what a customer knows or at least drop some of the "oh the user doesn't know anything" if customers are showing that they do, in fact, know things.

I think they have homogenized support to treat each user as equally non-technical, it's by design. Apple is like a sect, they need to have a strong grip on their users.