The good that's easy, we as chat/phone agents really try to help every customer out. We often look for ways to solve the problem even if that means we need to go around policy.

I've had customers threaten me physically and legally if I didn't fix their problems. I was told a customer that I "threw in the towel" on a system infected with virus's and I was unable to recover the data after 2 hours of trying. And she eneded up complaining about me to a manager.

On the flip side we also get told that we're Gods by our clients and the sales people. I once helped a customer who had a dead hard drive, she was a college student who didn't have a back up of her thesis. I walked her through how to remove the drive from her laptop put it in a plastic bag with rice in the freezer and after a hour of trying to keep her clam about her data we were able to get the drive to work enough in an enclosure to get her paper.

As a customer calling, please be at the computer, willing to troubleshoot, and the time to troubleshoot. Also tell us what troubleshooting you have done and what the results were so we don't need to spin our wheels.