Vent: I used to just hang up on bad support calls, now I ask for a supervisor immediately

Back in 2019 I'd sit through 45 minutes of scripted nonsense, get told to restart my router, then give up. Last month my internet died at 3pm in Cleveland. First rep gave me the same runaround. I asked for a supervisor right away, got a guy named Marcus, and had a tech scheduled for 6am the next day. Took 5 minutes instead of an hour. Now I never waste time with the first person. Has anyone else learned to skip the front line? Does it actually work for other companies?

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matthewsullivan1mo agoMost Upvoted

Marcus is the real MVP.