I'm a believer in good customer service, I really am. The trouble is that sometimes, I don't want good customer service RIGHT NOW. Case in point: I'm using some internal application at work and it fails. My first option is having to slog through a service request chat with some front-line dear-in-headlights dude on the other side of the planet at this very moment. It doesn't matter if this will take up 30 minutes or so of my time, I have to do this first. Ouch.

I'd think I should be able to just fire off a "hey, your thing is busted" email to the guys who can fix it and have the actual engineer who is looking into the problem get back to me with info they need from me rather than having me explain the app to the CSR and what I'm trying to do for about 20 mintues.

Anyway, just tooting the old blowoff valve...back to the conversation with my CSR from across the pond...