Re: Rule One...
This is, in fact, several rules. But the most important is "each person it gets escalated to..." YES, 1000x yes. If it gets escalated, chances are the person it's going TO, is in more of a position to help, so starting off by going all ranty is going to hurt you. Plus, it's not fair to them.
I shall try to remember this rule in my future dealings.
A corollary (for those of us in the west). It may be tempting to get frustrated when you're dealing with someone in your own country, but to do something, have to escalate you to someone in India. They're well aware of the stereotype. And when you're polite to them and chatty... which is in truth, their due, you will get a LONG way toward fixing your issue.
Biting the hand that feeds IT
