cabbitzilla

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.