As a former customer service tech support guy (and a damn good one, only bested by a select few from my Apple days), I really hate it when the buck is being passed. Yes, I understand that certain issues are handled by certain departments. Yes, I know that sometimes reps, especially new ones, get information wrong, which results in a greater delay. Yes, I know that some reps have had a few horrible calls with horrible people and they’re thinking that I’m the next one that will give them hell. I have been in the trenches, I have had those days, I have shared my horror stories with comrades in an effort to laugh it off and get my head straight. But that understanding does not translate into forgiveness for an endless cycle of departmental ‘hot potato’—that method only serves to upset the customer, who is probably angrier with the piss-poor service than the issue which gave reason for the call in the first place.
TL;DR — it’s a sad state of affairs when a frustrated former techie is on hold long enough to figure out an issue with a system on which he’s never been trained.