When I'd drop into tech support wherever I was working in the computer industry, I could tell when it was going to be a "good call" or a "bad call" from watching the support tech's first 30 seconds on the phone. The customers who had all the version, hardware, etc information -- oh, the techs loved those folks.

The folks who started with "We have this problem..." and then proceeded to flail around for five minutes getting all the version/hardware/etc information together -- the techs would hit the "mute" button and kick back and talk to me for the five minutes - and they were never happy. They knew the next 30 to 60 minutes on the phone with this customer was going to try their patience...