The joy of working in customer-facing industries is when you're at tier two and your day largely consists of hearing these kinds of stories, laughing quietly to yourself, taking pleasure in the fact it's not your problem and then telling the customer service slave that they really should be working harder to resolve these issues to everyone's satisfaction before taking a long lunch. The real downside is when you hit tier 3 and the tier 2 -blam!-s spend all day sitting around "supervising" and you spend all day in conference calls and meetings with your client who are wondering why your performance is 20% below the maastricht unit's and the excuse that "well when your customer facing staff consists primarily of ill-educated geordies on minimum wage what the -blam!- do you expect" doesn't really go down well.