Sometimes People Miss The Point

matthew's picture

Support: "Why didn't you escalate this issue earlier?"

Me: "I don't actually care if it's fixed. The two points of my ticket submitted over three months ago were:
"One: To demonstrate the workaround I'm using, and
"Two: To highlight the typical and spectacular inefficiency of our support model unless someone whines to Support constantly or has connections in the company. Like I'm doing right now in this meeting with our respective management teams to try to fix our support process."

Support: "But you should have escalated it. I'd have taken care of it right away."

Me: "...?"