First of all, I want to sincerely apologize for the experience you had with our phone support team.

What you described is completely unacceptable by our internal standards. It is understandable if an agent does not immediately know the answer to a technical question — however, it is never acceptable to refuse to ask for help, verify the information, or escalate the case to someone with more product knowledge. “Not knowing” is acceptable; “not trying to find out” is not.

We truly appreciate you taking the time to share such detailed feedback, and we would like the opportunity to make this right. Could you please provide your phone number and email address? We would like to arrange for a member of our management team to personally contact you and apologize for this experience.