I deal with folks all the time that contact us after doing their own troubleshooting and getting down rabbit holes, but then don't want to back up and cover the basics with our engineer's eyes on the screen with them, etc, and what you describe is exactly the reason for us doing that.I spent the afternoon troubleshooting the network over at the bagel shop. I screwed up and didn't do the basic thing. After reminding myself of what the network setup looked like (I need to get this fixed), I resetup the extender that needs to be used with one of the credit card machines. I forgot to reboot the credit card machine after resetting up the extender.
Took me extra time because I didn't do that basic step. Bah.
I always tell people to call us earlier than they think they may need to to avoid some of the repeat, but I also get that's not most folks preferred option.
But yes, to your point, cover the basics (sometimes doing so twice) is a good thing.