[pc86]

Not trying to nit pick (but here we go), but allowing an escalation to cost hundreds of hours seems like a systemic corporate issue. It's absolutely a customer service hurdle, you can't just tell a customer sending in a ticket to shove it, and throwing something back them that they signed acknowledging it is never helpful. But even involving engineers in these cut-and-dry scenarios (whether the customer agrees or not) seems like a poor decision.