Do you send Emails or Talk to People?

[Churchill]

LOL. Will you be coming to the next drinks meet up? Maybe I can buy you a beer?

I'm attending the Manchester meet-up on Friday and I'm sure that we'll be attending a few others.

Buy me a beer? You've got to be kidding. I'm a little too choosy for that.

Don't get me wrong, I'd love to see how much of a hard-case you really are.

[jmo21]

Another time I did the same thing and the guy was helpful and sorted it out immediately but then wrote in the ticket that I had not followed the correct procedures by calling him.

A lot of larger companies, support peeps aren't even listed in the corporate directory for exactly this reason.

If it was a free for all, large companies support departments would grind to a halt - there are good reasons for these kind of systems - prioritisation, transferring unsolved issues to the next team (often in another timezone and needing clear instructions, cough, bob), tracking as mentioned already and also for stats (which most support departments take incredibly seriously).

That being said, sounds like MF's lot are just a bunch of lazy c.unts.