It can be painful when Customer Service or Telephone Support people tell us what they can't do to help us. Many have clearly defined limits regarding how willing they are to assist. If a request falls outside what they deem worthy of offering assistance with, then there are limits to how much progress we make to resolve something important to us. Any excuses not to do something might be plentiful now. You know what can be achieved with a bit more effort and willingness on your part. Don't be too quick to decide something is 'outside your remit.'