Re: Help desk
I suppose that's possible, as we don't know all the details. However, it sounds as if the original caller needed a problem solved by a higher level of support but the helpdesk operator believed that he could fix the problem himself and did not agree to escalate the call. Having had that happen before, I am willing to believe it could have happened this time. In that case, the operator refused to do as the customer asked but also could not fix the problem, stranding the person with the problem and wasting both of their time, and I can see anger after a long session of this as reasonable. It could be as you describe, but it is described as a perfectly possible situation.