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Spent nearly 4.5 hours trying to resolve a coonection issue. While agents were helpful, problem remains outstanding. I was told my problem had been escalated, was given a reschedule date only to find out that this person had not made note of the new date on my problem ticket. Someone pretending to be a supervisor, then assured me that they were sorry about the mix up. Whoever designed this help desk has absolutely no idea on hiw a real help desk functions. The process would never survive a six-sigma review.


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