> usually this magic phrase works in all customer care or
> technical support services: "I would like to escalate this
> problem"

Thanks, I'll remember that

Don't get me wrong - the support staff are probably ordinary
decent people, but they really seem to have been trained only
up to a certain level and I appreciate that they must receive a
veritable mountain of bunny questions with easy answers. I
would just like them to realise that occassionally they will face
a question that needs technical beyond their training and pass
it on a bit quicker

Joe
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