[pla3rhat3r]

This tip is the equivalent to "Dial 0 when you reach an IVR." Having been in Support in the past I can tell you there is nothing worse than having someone email some random Exec because you're not getting anywhere with Support. While I'm not trying to defend what happened here, I can certainly empathize. I liken to someone who has worked as a Waiter/Waitress. When they go to a restaurant they'll have more empathy for someone than someone that hasn't done that job. But yeah, they should have noticed what the problem was in a better way and, if things were escalating, either pass it off to someone else or let their Manager know things we getting heated.

If you really want a "pro tip" about Support, ask your Rep to inform their Manager. If things aren't going well you have every right to keep going up the chain of command. If that doesn't work, keep going. Somehow you'll reach the right Exec instead of just guessing.