Quote:
Originally Posted by ao1
The problem is that the "first responders" are working from a script and are completely inadequate for helping with anything that falls outside of it.
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In fairness to FastMail, I think the first responders are more capable than the random warm bodies employed by some other services. They are capable of some degreee of independent thought, and can sometimes resolve problems that are not just a matter of following a flowchart. That does not alter the basic problem that, when the first line support cannot help, response to issues becomes unreliable and erratic.