It is frustrating, but some products have different levels of support. If you buy an HP Pavilion or Dell Inspiron from Best Buy, and call tech support, you will speak to a person who is pretty much limited to reading a handful of scripted answers to specific questions or tell you to reboot for anything else.
Buying a Dell Optiplex or HP Elite series PC comes with an entirely different type of support. The first person you speak to may not be very knowledgeable, but they can transfer you to a better tech. These people are usually decently skilled, but they can further escalate your call to techs who are very knowledgeable. It doesn’t stop there though.
About 15 years ago, I called HP business support, and my call was escalated 4 times. The fifth person I spoke with was in their Boulder, Co. office, which is where they design new products. He tells me I discovered a bug in their BIOS. He was able create a fix and HP put out a BIOS update the next day. Business support is way better.