It is necessary that they have a LIST of things to ask ( like an outline of things to cover with each caller ). Those employees of IT company sit at a little desk with a computer thing and headset on and respond to THOUSANDS of calls per day.
I am so dumb I can't speak anything but English, but there are a lot of people in world who grew up speaking a different language and 'learned' English as a second language. The outsourced IT situation re: customer service and help is necessarily a HUGE undertaking, sometimes outsourced to people who live in different countries with different FIRST language than English. I get the impression that you got your link eventually to install the program and use your serial number and get it 'validated' etc.
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