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In any organization, there is a person who can say yes. Generally that person is not the first one you will talk to; often not even the second. The key to successful customer service requests is finding the person who can say yes.
The people on front-line customer service are there to say no. Except in very, very limited circumstances defined in their scripts, they're not allowed to say yes. Their job is not, in fact, to solve your problems. Their job is to get you off the phone. They are evaluated, and often paid, by metrics that focus heavily on the number of calls they handle per hour. This is true of 99% of all companies.
So if you have a problem that isn't one of the limited number of cases in which the person at the call center is allowed to say yes -- even if it's just a slight variant on one of those cases -- they cannot help you. They will be fired if they help you. You need to find the person who can say yes. It might be a supervisor; it might be second-level support; it might be the person who reads snail mail; who it is differs a lot, depending on the company. The one thing you can nearly guarantee, though, is that it isn't that person who says "Thank you for calling BigTechCo." They just want to get rid of you. They're paid to get rid of you. They're the people who can only say no.
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