I am a former Gateway employee from their technical support department. After getting a promotion of sorts I was the guy who snooped in on calls for the company and was the first "supervisor" who you'd talk to if you don't like the representative you had to deal with.
I once had the honor of listening in on a call where a technician was having a female customer clear the CMOS NVRAM due to a hardware detection issue. Bear in mind when technicians have customers open the case over the phone there is a 50% chance bad things will happen.
Anyways, the technician told the customer she had to move a blue jumper over to clear the CMOS NVRAM. The customer said she had to get a different screwdriver to do what the technician wanted, so she left the phone for a moment. I was puzzled at this being as the case was already open and no other screws were necessary to remove, much less a card.
The customer comes back, she picks up the phone, and proceeds to pop the soldered Intel EEPROM chip off her motherboard with a flathead screwdriver.
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