Tech support tip: don’t use hyperbole in your description of the problem or what you’ve tried.
Saying “the screen just loads forever” is different than “the screen loads for 2-3 minutes, then goes blank”. Saying “every time I click the button, the app crashes” is different from “75% of the time I click the button, the app crashes”
The different behavior can have different causes and different solutions. Be precise and don’t exaggerate to make it seem like it’s “more important”
