[Brando]

I am on board with the rant. Most Support reps I've encountered don't care to go beyond the simplest tasks. "I've gotta close Facebook and look that up?! No way man!"

I am especially pained by the current generations coming out of college and meeting the work force. They feel entitled to top pay and minimal work with the best advancement opportunities. And they change employers on an average of 1.5 to 2 years.

I am passionate about helping my clients and spend most of my time during the week directly working with my team to make sure we provide a high-quality service. I have high expectations for them and hold them to the same standards as i expect someone to give me (if i were spending $28k a month).

So to the OP: I don't think it is solely a lack of care on the CSR's part, but their leadership as well - which speaks volumes about the type of people running that department and business.

Time to take your money to a more caring provider.