Most of the problems I come up with always get kicked up to level 2 or higher.
It took them about 3 months to figure out how to get my email from being rejected by hotmail and msn.

They sounded like parrots, always asking "Have you checked your spf records?". (Almost like voipo's standard "Have you forwarded your ports?)

After a couple of these responses I pointed out that nothing had changed in my settings. One guy would say "I made a change and it's OK now", then a week later an email would get bounced.

I'd start another ticket, and they'd say "why did you make a change?" and I'd forward their previous reply and let them figure it out, no one seemed to have the ability, or thought, to check my ticket history.

From all my years in dealing with level 1 support I've learned that if the problem is not obvious (doesn't fit their troubling shooting script) it must be the customer's fault. Companies will have a room full of people to answer sales calls and a smattering to handle after sales support.

I use to travel a lot and saw this in many motels I stayed in. I would dial 0 and the phone would ring 10 times or more with no answer. I would hang up and dial 9, then call the motel's number and get answered in 2 rings or less.

Once cell phones became popular I'd call while the in house phone was ringing, always got the same result, the outside caller gets priority because it might be money coming in, but the guest had already paid, no need to give them priority.