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White, seething, viciously destroy the next person that makes a sound pissed off.
My third call to the AT&T Tech Support line, at the time specified, was made.
Three menu selections in, I'm informed that AT&T/COVAD support is closed.
Closed. They closed the entire motherfucking helpdesk.
Worse, the 'polite' tech I spoke to the second time gave me a time AFTER they closed said helpdesk.

Thus ends ANY politeness or courtesy from my part; the lesson may indeed be taught to an 'innocent' tech, but I'm a long-standing believer in peer pressure as a policing measure. I'm having to fight my hands still just to type. Having ripped through the AT&T website, there isn't even a method to contact anyone except via the phone service that's fucking CLOSED.

After three cigarettes, I'm at least in control enough to cut tag this.

Someone is going to pay very dearly for this slight.

Flat | Top-Level Comments Only

From:

gendou.livejournal.com

I understand your anger, but you might want to rethink taking it out on the poor level-one taking your call. As a technical-support help-desk professional for the last six years, I can tell you right now that level-ones have almost no contact with the real technicians (the level-twos), nor do they have contact with management. They are, to a man, contractors who come in and take orders from another contractor, who takes orders from a third contractor. Only once you get to either a level-two supervisor, or the person who supervises the supervisor, will you be speaking to someone who's job performance is in any way affected by your outrage.

Once you get someone on the line, refuse to speak to anyone but their supervisor. If you don't feel you're being helped properly, ask to speak to their supervisor. Eventually you WILL get to someone who can make things happen. But trust me, yelling at a level-one is like kicking a puppy - it's largely pointless and it makes you look bad.

Trust me on this. I used to be a level-one working for Verizon's DSL service. We had no ability to perform repairs, no ability to contact the people who COULD make repairs, and no job to perform except to open trouble tickets for the real technicians. We hated everyone around us - we hated our managers for treating us like filth, we hated the 'real' technicians for having the power to make things happen and not doing it, and we hated the customers for taking out their anger at the lazy level-twos on us.

I'm a level-two now, and believe me, I appreciate our level-ones.

From:

elisabeth.livejournal.com

I know, love, I know. I spent years in a collegiate IT environment... where my techs were Tier 2 and I was the lone soldier at Tier 3 running from disaster to disaster while the techs tried to minimize the other carnage. I understand how the system works.

My 'thus ends politeness' boils down to "Hi, this is the account number, now give me your supervisor so the person who's ass I'm kicking is someone who deserves it."

Because, you see, it was a Tier 2 tech that pulled the 'make the person call back after the call center is closed' stunt, and my tolerance for that kind of headgame is nil. I've tried to be patient, I've tried to be polite, and once AGAIN I've gotten shanked.

It took over two months to get the shipping department to send the damned modem.

Billing is insisting on charging me for three months of a service that up till two weeks ago I didn't even have the HARDWARE to run.

And now tech support wants to play clever little games.

I've had it. I'm not going to fillet some poor grunt manning the phones; I want someone who's anchoring a desk and letting these things happen. The only way I'll unload on the Tier 1 startpoint is if they refuse to pass me up the chain.