Main. Tangential but I have to call manufacturer customer support often enough as a part of my job, and there’s an inherent cost analysis the manufacturer has with its support tickets between RMAing it and eating the cost, or getting more people involved. The company I work for bought six figures worth of equipment for this one job and we were having issues, and we honestly didn’t want to ask for the supervisor we just wanted the RMA, but each tier of rep we talked to would say “let me get my supervisor” within like 5 minutes of talking. It got escalated up to the point where I was on the phone with the actual kernel engineer for the equipment I was holding. Literally at one point we asked the rep not to get their supervisor, but they insisted.
Main. Tangential but I have to call manufacturer customer support often enough as a part of my job, and there’s an inherent cost analysis the manufacturer has with its support tickets between RMAing it and eating the cost, or getting more people involved. The company I work for bought six figures worth of equipment for this one job and we were having issues, and we honestly didn’t want to ask for the supervisor we just wanted the RMA, but each tier of rep we talked to would say “let me get my supervisor” within like 5 minutes of talking. It got escalated up to the point where I was on the phone with the actual kernel engineer for the equipment I was holding. Literally at one point we asked the rep not to get their supervisor, but they insisted.