My greatest frustration from the client side of the support table is dealing with Tier 1 staff who don’t have the training to deal with what I’m calling about, but whose inflexible routine requires them to make me jump through useless hoops first before they can escalate. (and/or they won’t take my word for it that it needs to be escalated if they can’t do the thing I know I need to have done).
e.g. these incidents with NYTEL aka BellAtlantic aka Verizon service in the DSL era:
The Thrills of BabyBell.net DSL Setup
The Thrills of BabyBell.net DSL Setup: The Sequel!