In all my years in retail, I have never managed to grasp why customers would call a store looking for technical support on a product. It boggles the mind. But somehow stores have become intermediaries between customers and manufacturers. They are somehow responsible for ensuring customers know what they're buying, how it works, and talking them through problems when and if they happen. There's just one major problem with that process.
Retailers aren't manufacturers.
Now, let's be fair for a moment. Errors in judgement are not exclusive to customers. Everyone is as capable of messing up as anyone else, because we're all human and we all make mistakes. However, if you are trying to get tech support, you should at least know the basics of what you're needing help with. Terms like "thingy", "doohickey", or "doodad" should not be part of your vocabulary if you want to be taken seriously. Store employees find that kind of thing frustrating and laughable. Those who do know what they're talking about find those calls offensive and obnoxious, and those who have no clue what they're talking about will feed you a line to get you off the phone. In the end, the problem won't be fixed, you won't be happy, they won't be happy, and the manufacturer will end up bearing the brunt of misplaced anger when consumers stop buying the product.
I don't want to tell people not to deal with stores when they have problems. That's not the case, at all. Sometimes a product is just defective, and returning it to the store is the best thing to do. What I do want to encourage is for people to research who, exactly, would be best to contact to help resolve the issue. If it just needs to be returned, by all means contact the store. If it doesn't do what you thought it would, contact the manufacturer. But don't call a store and expect the people there to know everything about what you bought, and expect them to fulfill the terms of a manufacturer's warranty. The person on the other end of the phone has nothing to do with the product beyond selling it to you. They are employees of a store and not the ones who made whatever it is you bought. Stores sell things. They don't make things. Chances are you can find more information about the manufacture of a particular product on Google than you can talking to a retail employee.
That is not to say that employees don't know what they're talking about. In my time, I've worked with someone who actually passed the requirements to be an MECP (Mobile Electronics Certified Professional), which is not an easy thing. Another man I worked with was fully capable of building a functioning submarine out of spare parts from a scrap yard. He had bothered becoming a Master Plumber and a Master Electrician because after he'd retired he got bored. There are employees that know what they're talking about, they just aren't typically the ones you get on the phone.
Just remember, none of them work for Microsoft and can tell you what's wrong with your computer.