What can I expect from Digital Ocean support?

I submitted this to support yesterday:

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This droplet was rebooted 80 minutes ago, but is still down and will not allow me to log in despite power cycling it a couple of times. The other droplets you said would be rebooted seem to be OK.

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to which I got a long reply full of various Linux commands. I would like to reply thus:

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Thanks for your reply. I have to say, it was not what I was expecting. I fired up the console and tried the first couple of commands and they didn’t work, eg

ls -l /mnt/lib/modules ls: /mnt/lib/modules : No such file or directory

I have the Linux skills to be able to follow a list of instructions like this, but I don’t have the skills to be able to correct any bugs in such a list.

I was disheartened to read things like “attempt to” and “in some cases, you might get lucky”. As I see it, a computer that I am paying money for and which my website relies on, is now not working properly and I would like you to get it working again, please.

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but the reply button does nothing on three different browsers (Firefox, Chrome and Chrome on my phone).

What can I expect from support? Why doesn’t the reply button work?