If you ask the FSF, open source is a bigger set than free software, mostly to do with restrictions on the uses of the code

https://www.gnu.org/philosophy/categories.html.en

That's unfortunate. Devices like that are basically impossible to use on certain enterprise networks (e.g. college campuses). There really needs to be an override

Ditto. I mostly use it when Google (search, not Bard) fails me. I find it's really good at answering questions of the ilk: "I swear there's a function for this in the library I'm using, what's it called again?", or telling me that it doesn't actually exist.

Tangential, but my last employer (US based) outsourced L1 IT to a call center in India, and it was maddening. They didn't know very much beyond the script, and often you just had to say the right words to get your issue escalated, but it would always take a day or so to get called back. It drove me nuts as an engineer, but I'm sure it works fine for people who are less familiar with computers.

I've found that the chat agents are much less able to "be a human" and help you out, it feels like talking to a chatbot sometimes. It's a lot easier to get someone to empathize with your problem over the phone, IME