They're not necissarily (sp ) thick it's just thier auto cue doesn't tell them the right thing to say. The sort of people you are talkign too don't know that much about computers / networking but do know lots about neighbours and I'm a celebrity get me out of here...

Best way of handeling it is to just be persistant and hope you get the networking guy that is being made to do 4 weeks on the phones to learn the products...