zaptor: One of the things that irks me most is that level 1 will tend to make things up. What's wrong with simply stating "actually, I don't know what the real answer to your problem is", instead of pretending they have a deep technical understanding of how certain things work.
The level 2 level guys I've spoken to are much more, shall we say honest.
Seriously, if you just admit you've reached the limit of your technical expertise, and you really don't know what the problem is, then the next step (surely) is to either pass it onto someone else (level 2), or raise a ticket to keep track of the problem.
I hadn't called the VF service centre - for any technical problems, for some time, until just recently. I'd "forgotten" how bad they can be.
Ild love if callcenters were like this too.
Unfortunately it simply doesnt work like that.
I dont deal with Vodafone anymore, but unfortunately may be again soon..
I was recently at another callcenter, and shocked to see that their queue was so low after what friends at Vodafone experience, but Vodafone are simply so big it is somewhat expected in this day.
Snaps csrs are generally pretty good with me, they dont know the answer, they tend to find someone who does or go find out the answer. I also wont stand around and listen to obvious bullsh!t though, ill point it out, and push comes to shove.. Look towards speaking to a second person.