Mozy Support Sucks [Updated]

I like the idea of Mozy online backup but their system won't let me update my password.  I don't have the old one because I lost a lot of data which I need to get back cause it's on Mozy.  But I've had this support guy keep asking me for information that I didn't understand but he wouldn't explain.

I finally figured it out by plugging the terms he was using into Google and sent them the info identifying my computer but this is 12 hours after trying to get help from them.

I don't have problems with people outsourcing their support to India or wherever but when you ask a question in English and they respond with the same messages they've already sent without answering the question, you've got problems.

Update:
Posting them helped me figure out where I had my passwords backed up.  They were not lost but Mozy support still sucks!

Update 2:
So basically what happened was the support guy told me that I had to give him my "computer name" to identify myself.  I asked him what he meant by "computer name", since that seemed like it could indicate a couple of things and while reinstalling all my system software I had not encountered a request to create such a name.

He responded with sending the same email.  Since I was unfamiliar with that particular phrase other than to rename one's hard drive Sparky or whatever and since his subtitle said "Windows support" and I'm on a Mac, of course I assumed it's more Windows babble since they have this different way of doing things not to mention all sorts of issues that Mac users mostly have been able to ignore.

I then found some records that I thought were destroyed that contained my password.

So I wrote back and told my man that I had my password and please stay away from my account.

Today he wrote back with my new password, which I haven't tried to use yet and which I don't know if I can change given that their password reset option hasn't been working.  Which means my account is less secure.

IDIOTS.

Actually, Ahmad seems like a nice guy trying to do his best.  Let's pray for us all cause if he had been in the room at certain moments, I would have taken his head off and then had to live with the awful consequences.

Though there's still nothing like taking that head and watching it fall to the ground as the blood spurts wildly.