Maybe there should be an added option when phoning tech support.
Press 1 for scripted support
Press 2 for non-scripted support
Problem is, we are also talking about non-technically minded customers here (who have never seen this forum or any other to do with their service).
For them, it's just a case of "it doesn't work". Add this to the language barrier and the non-personal interaction from Indian tech support (ie. almost robotic), and i can see the necessity of a script.
The only way around this has been stated above.... Experienced staff, who know exactly what they are talking about and who are comfortable on the phone.