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I have spoken to many technical lines in the past I have also worked for a company who had a call centre in there and none of the people were technically trained so were just reading things off a computer screen so if its not written in front of them I wouldnt believe a word they say. As for the ferroli engineer they would say anything to hide the fact the boilers are rubbish and they leak like mad.
You don't know anything about me or what I do. When I say I do my homework and speak to technical, I don't speak to the call centre who apparently know nothing; I speak to the people way above them.