lol
Thank you Simon
I don't want this guy to lose his job or anything. I don't think its unfair to expect Telecom to hire people who know what they're doing to work on their helpdesk. Hell, even the old "tier 2" technical support queue at Teletech had people who understood DNS answering the calls. If Teletech can get it right (once in a blue moon) how the fuck can Telecom get it wrong?
FWIW, I'm afraid I don't have the case number anymore ... I had it noted in a notepad document but rage-deleted it when I hung up from the second 20-minute stint of god-awful hold music. I supplied the people at that email address with my username however, so the call should be there.
The email I sent was pretty much a tidied up copy of my first post, nothing more. I'm going to be interested to see what reply I get. Will keep this thread updated.