I have decided there needs to be a German word for the thing that happens when someone who is "more tech savvy than the average user and has done all the troubleshooting" calls a tech support line and the Level 1 tech answering the phone doesn't understand half of what you're saying you tried and keeps trying to go back to their script”

"No, I told you, I replaced the broken unit with a spare I had. No I can't power it on. It's broken. No, there's no Wifi chip"