In <[EMAIL PROTECTED]>, on 07/06/2006
at 07:19 PM, Edward Jaffe <[EMAIL PROTECTED]> said:
>I don't even know what a duty manager is.
Someone else can probably provide a more accurate and complete
description, but basically the duty manager is responsible for
situations where a customer is not happy with the support that he is
getting. Asking for the duty manager is a form of escalation. It's not
something to do lightly, but the circumstances you described amply
justify it, IMHO.
>I may have not followed proper procedure,
More that you didn't exploit all of your options. There's never a
requirement that you contact the duty manager, but it can help reduce
your blood pressure. Od course, it may increase the pressure on level
1 or level 2, but that's irrelevant un less you're doing it
capriciously.
--
Shmuel (Seymour J.) Metz, SysProg and JOAT
ISO position; see <http://patriot.net/~shmuel/resume/brief.html>
We don't care. We don't have to care, we're Congress.
(S877: The Shut up and Eat Your spam act of 2003)
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