I think you need to get up a few more levels before you get someone that actually knows what is going on.
I can understand an issue every so often and would be happy to know they are upgrading things. I just cannot stand being told there is an issue with a site when it there is not. A simple memo or email telling all employees and users or what ever that certain issues were bound to arise would have been helpful both to users and those support agents who now look even more like idiots. How much time and money was wasted with them talking to people and pointing them in the wrong direction.
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