Gotta LOVE the internet help desk worker

So after four hours of being bounced from constitutionally incompetent help desk operative to another I finally found Somebody that had a brain AND

(This is the important bit!)

Was allowed to use it!

Why cannot companies that run a help desk realize that their staff Ought to be allowed to use their own brain rather than being forced to go through a script of standard responses that may or may not be at all relavent to the question being posed!

I had five of them before I got a guy allowed to use his brain and answer me.

Really AT&T ought to be ashamed that they neuter their operators like that. Three minutes properly Explaining my question allowed my man to give me novel and obviously well considered advise. Pity it took me being very firm and insisting on a high supervisor to get there.

Disturbingly this means that all you ought to do when put through to a help desk is ask for a supervisor. Surely that will mean those guys will soon be swamped! Please for the love of god you big companies if you want to retain customers allow you people at least the option of thinking instead of tying their hands!


update shortly after:-
No coincidence surely! Not ten minutes after I Blogged the original post here the "fault" magically went away......

.....I mean what are the odds of that, right after bending the ear of somebody competant, who as a good company employee assured me that they couldn't be at fault, but allowed that somebody "Might have been a bit zealos..." The problem clears up after being broke for nearly a day.

I think the man deserves a medal. He covered his boss's ass AND fixed the customers complaint. Trouble was, because he had to employ "stealth mode" to do it nobody in his company needs to give him credit!

Now you know WHY help desk workers won't think most times. Their companies will take all the credit for it and give them nothing.