Reply to post: Re: The Bane of Tier 2 and above

All good, leave it with you...? Chap is roped into tech support role for clueless customer

Alan Brown Silver badge

Re: The Bane of Tier 2 and above

"Neatly bypassing all that First Line investigation, all the stuff that's designed to filter out crap"

In a lot of cases, for one very simple reason - that stuff isn't helping the customer, it's actively obstructing him getting it fixed, so when he finally gets someone - _anyone_ - competent onsite he'll grab the opportunity with both hands.

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