On Thu, 22 Sep 2022, Michael Ewan wrote:
I had to call Comcast once about a connection problem. They started with the script, I interrupted and said I was a Senior Systems Programmer at Intel Corporation, please just tell me what you want me to test and I will do that. The response was great, "thank goodness, someone intelligent, lets start with a trace route."
I've sometimes had similar, human-scale responses when I let the support tech know my experience level.
On those occasions when that's not the case, I usually say -- for the benefit of anyone listening to a recorded version of the call -- something like, "It's clear to me that you are not able to solve my problem. Please escalate my call to someone who can." The tech (in sane firms) will get a pass because the escalation occurs specifically at the customer's request.
-- Paul Heinlein [email protected] 45°22'48" N, 122°35'36" W
