When the triage guys @ EMC actually listened to the person calling in the problem and directed the call appropriately. (Just had one I specifically asked for PSE and they routed me to software for some unknown reason, now, three hours later, it’s been re-routed to PSE)
When the support specialist working a call would stay through the end of the problem, and didn’t give you the “Sorry my shift is over, please explain your problem to a new guy for 45 minutes before you do anything else productive”
Follow-up. It’s now 0100 the next morning. I’ve been working on this problem for 8 hours straight. The software guy who was originally assigned went home without turning the call over to someone else. I’ve gotten not a single call since before 9pm.
This is not support people. This is the opposite of support. I’ve since fixed the problem myself, without the help of the SAC/PSE folks. The sad part is if I had done this 8 hours ago I could have been home eating my corned-beef / cabbage and drinking my Guiness.
Totally missed St. Patrick’s day, the only religious holiday I actually observe.