Customer Support, Efficiently Slow

Do people on customer support and chat lines know anything? I fee like they don't. I understand that T1 support (Tier 1) is supposed to diagnose the customer's issues and find the problem, not the symptoms. I already know the problems, and the guy at AT&T or Amazon is too dumb for me. Maybe it's my ego, but when I say "My router sucks. It can't handle the internet traffic of all of my devices. I want to buy my own router & modem and stop paying your rental fees," they walk me through how to reboot my router. Ugh!!! Nothing is wrong with it. It works, but I want gigabit wireless. Then they put me on hold while they ask T2 what gigabit means. I just want to stick to T2 technical support. I can communicate with them, and probably get a lot more done. In fact, I could probably got to T3, but that wasn't necessary for that problem. I know what the problem is. I know the solution. I blatantly told them both, and neither one of them made any sense. It just makes me angry.

Now I'm on support with Amazon Customer service. My 256gb SD card failed a little while ago, and it's dead. There's nothing I can do about it. Anyways, I want to file an RMA request through PNY and receive a replacement. However, I'm waiting for the Amazon representative to figure out the stupid UPC code. This isn't rocket science, I feel like these should be on record, and be easy to pull up. It's the dumb T1 tech line. I think they're going to T2 though. It's been 20 minutes to find a UPC code. That's too long!

TL;DR: Connect me to T2, cut the small talk, and get me the answer so I can get a replacement card.