A great article on the Art of Turboing, that is, avoiding the flucky first line tech support folks and getting to talk to someone who can actully help you with your problem.
This is a bit different than my buddy foz's technique of calling the person on the other end of the phone a @#$@$^@#$@ and a !@#&*&&*( and then a @#$^(*&&#$#, asking if they are paid to take abuse, and asking to get forwarded to someone who is (repeat as needed, until your CDROM gets fixed).
A good read nonetheless. Something to think of next time you need to avoid the "check your control panel and reboot" answers.