companies should have two completely different customer support teams. *all companies* one handles Normal customers and one handles Anyone Who Is Even The Slightest Bit, Even Remotely, Even The Tiniest Molecule Different Than The Other 99.99%.

This is a great idea. Unless you are asking for the 4-5 standard customer service items, most of the time either you will get helped incorrectly or they will be unable to help you at all.

I’m very good at networking, so one time when our corporate ISP went down in some inexplicable way I was able to troubleshoot (without having any admin access all to their network equipment) where the problem was, tell them the location of the routers affected, what the problem was pretty specifically, and the basics of how to fix it. Not bad for no special access.

But it took me two full days being shuttled around the ISP’s call centers, transfer after transfer, before I could find anyone who 1) could understand what I was talking about and 2) who could do anything about it.

If I’d had some button to press to let me talk to the team that wouldn’t make invalid assumptions, that would’ve saved me so much time and frustration.