All technicians at some point will need to call and speak with a manufacturer’s technical support adviser. I have made many calls to these advisers throughout my career and learned how to best get the information I needed from them.
First, be aware that while sometimes you will get to speak with an adviser right away, you may not always connect to a live person on the phone the first time you call. Depending on the call volume on the day and time you’re calling, you may need to leave your contact information and wait for a return phone call. So, plan ahead and be ready for a possible delay in getting the information you need.