GaryPen said:My bit of advice for customers seeking a higher level of service is to always select Tech Support in the phone menu, even if you have a non-technical issue. They are authorized to handle standard customer service issues, and are usually much smarter and more articulate than the standard CSR's. I believe I've only had one dopey TSR. Conversely, I've probably only had one sharp CSR. (Executive CSR's excluded.)
They are no better than a regular CSR unless you ask to speak to an "advanced" tech or ASR. And most of the Executive CSt's are just "friendlier" thent he nonal CSR, but as I have dealt with so many recently they all are clueless!