Context: We are an HP partner providing support to a client who has an entire branch office offline due to a router fault. We have been through 5 days of the below and we are still working through an issue which they have since been able to acknowledge as 'unexpected behaviour' of the router they supplied and we pay a fortune in support for.
First Problem: Australia Support desk adhere to India local business opening hours for support. I called at 10am on a Tuesday with a critical business-wide issues and literally spoked to one person for two hours who refused to let me talk to his manager or supervisor because it was 5am in India.
Second Problem: refusal to let me speak to a Level or 3 engineer even though the call had been escalated thus far. They would tell me that they were going to call back within 10 minutes, never would, then simply dodge my calls until I got back through after around an hour of talking to the front-line 'gatekeepers' who could then only take my case number and requests call-back from the engineer.
Third-Problem: I was just working with e level 2 engineer (ID#: 7847425) who was liaising with a level 3 engineer on my behalf. He dodged my calls all day and was extremely tardy in all responses via both email and phone. I talked to him 30 minutes ago, he said he was on the phone with the L3 guys and would call me back within 10 minutes. After 20 minutes I called the gatekeepers again and they advised that literally no-one from the support team was available to talk, suggesting that he had simply dodged my call
Current Status: I'm waiting on another 'I promise I will call back in 10 minutes', it's been 20 minutes and I'm about to call back and chase it up again. All the while we have an entire branch office offline and not a single person has shown any technical understanding beyond the level 2 engineer who was able to confirm the issue is with their router and isn't 'expected behaviour'.
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