I was relatively new to this too, I was able to put the Dish Network antenna up, and adjust it for an optimal signal, listening receiver beeps.
Apart of that, FTA was new to me. I never called any
technical support, because I got an information from
Sadoun's web site, from Geo-Orbit.org, and from this forum.
I think, before calling anywhere, customers should get familiar with their equipment, and general terms such as "magnetic deviation", and such...
Othervise, they will be like speaking different languages