working for a company that makes computer printers.. (no names....)

so when i was printing my japanese christmas cards today the cyan toner ran out..

so i called support, took them 15 minutes to record the case (15:02 according to the phones display).. where they asked me for the model, serial number, production number etc for the printer.. WHY WHY WHY... all you need is the model and they should know when i gave them the network name for the damn thing..

then about an hour and a half later I get a mail saying

Dear Mister br0aky,

I would like to inform you, that the new printer toner you can order on following website:

http://XXXXXXXX

quick links – Place a Request – Hardware Ordering – Accessories – workgroup Printers and choose typ of printer.

Best Regards and Marry Christmas

blah, blah

GREAT.. now i have to start over..
could maybe have told me that when i called the hotline number (support) written on the big sticker on the printer...