Router failed to connect to Wired CAT 6 computer, ...

Router failed to connect to Wired CAT 6 computer, NO fix's worked, Called 888 number, my internet was down due to the router not working with computer, I tell them this and that I am an IT owner and would like to see if the issue could be resolved before I gave them the serial number, first agent stuck me on hold for 10 mins, second refused to allow me to talk to a supervisor without giving the serial number, said it was to determine if it was eligiable for the free support????
A device less than 24 hours old not covered???
Blackhawk R6700