Reply to post: Re: lack escalation

BMW complies with GPL by handing over i3 car code

Sir Sham Cad

Re: lack escalation

Outsourced call centre, off-script = "we can't do that"

Having worked (a long time ago) in a BT call centre, there was a time limit on how long a call centre operative could spend on any one call (2 minutes - yes, even technical support) so if it seemed like the query was going to bust your 2 minute deadline then you needed to dump the call ASAP. I assume something similar here.

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