just sharing my experience with powermac. i asked a question which i don't know the answer honestly because i haven't bought a computer in years, and both times it looks like googling it is better than asking their support guys. first question i asked, since the first macbook pro we got was from a reseller and was intended as a gift to a relative. since we got the unit from a reseller, i asked how we can reset it to factory settings. all they said was it was just like an iphone where there is a setting in preferences where we can do that. did that when I got home, and didn't find what they were saying (they didn't show me actually so i am not sure if it's really there). what I did is i just reformatted the whole thing, (erase via disk utility, then install from scratch). second question I asked was when we got our own unit from them, since my wife and I will be sharing it, i asked if we can have 2 touch ID fingerprints for the laptop, the support guys said no, only one is supported. wrong again. i was able to add one more for me when I get home. bottomline, while the "geniuses" at apple say something, do yourself a favor and make a research on your own because chances are, they may not be giving you the correct solutions, or maybe they are just tired due to long day at work, or they are just taking you for a ride making you think they know their product.