Re: Triage
Triage is just one more step in reaching a resolution, as providers of a service, anyone should have a duty of care to resolve user's and customer's problems.
What should be in place given the enormous size and profits made by these people, is a team of adequately trained humans who, if they are unable to help you can refer you to the next stage.
Ninety percent of this is about reluctantly providing customer service when all the companies want is for you to give them money and then fuck off until the next time you want to give them money. Hence the usual 'Frequently asked questions' as the entrance to a rabbit hole full of futility.
Biting the hand that feeds IT
