Is it me?

I'm feeling misunderstood by customer service people. First, there was the compliment I gave buy.com, which apparently was new to them (see below). Now, there's is this exchange I had with Dell:

Me:
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Hi ... I am trying to add a second hard drive which is an old IDE drive. Can you send me a diagram of the motherboard layout?

Thanks,
Eric

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Them:
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Dear Ms. French,

Thank you for contacting Dell Technical Support. We look forward to working with you to resolve your technical issue.

Ms. French, I understand your concern. In order to resolve your issue, ...

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