[eecc]

Ah true. Last thing I did before leaving a support role - in a company that regretted hiring support people in EU and was actively driving us out of the door - was indeed this.

This customer had become aware of the MTTR metric driven bouncing around with his tickets and was playing cat-mouse.

I got this lost-cause chore as a good-bye (sarcasm) gift and it took me 1h to study the problem (at that stage, a PIP offense) identify the issue and report the bug, respond to the customer with a well-written apology, confirming that they were correct and a bug tracker id to follow.

Customer was very pleased they were finally escalated to the adult in the room ;)

[danmaz74]

Care to elaborate on why regretting customer service in the EU?

[eecc]

Salary. It’s much cheaper to outsource a “cost center” to a country where employees have passable proficiency in English and costs of living that are significantly lower...