Maybe I'm old and don't get worked up as easily anymore; but I can tell you that if they can get this resolved tomorrow, I'll be quite satisfied. My frustration was with the agent that was on the phone, it was beyond her ability to comprehend that there could be a problem with something other than the equipment at the customer location.
See, and I would see that as her manager deciding to use someone like that to shield the company from doing their job. Anyone can be stumped, but why didn't she escalate and do proper support rather than coming up with excuses to shut you down?
I agree. And this doesn't lead me to dumping them yet.
There is a big difference between and idiot gatekeeper and a company's willingness to fix it. I believe the girl and her manager should be fired.
If every person dumped every vendor for a single bump in the road. There would be no vendors in the world.
By the way. The issue is resolved. The local engineer reach someone in the Ashburn DC and they addressed the issue during the night.
The thing you have to remember is - Scott has experience with practically every vendor that's ever vended in the US (and likely more around the world as well). As such, he has seen how horrible or honorable they are in a massive amounts of situations... so when he's saying to dump someone, it's not based solely upon your single posted issue.. it's because of his know experience with said vendor in the past.
Note - I sorta say this tongue in cheek, sorta not 😉