I hope you get it all sorted out soon! What a nightmare!
What you said reminded me of my first job. How the call went was influenced by the person answering it (their mood, how busy things were...), by the caller's attitude (polite/grateful or condescending/demanding or somewhere in between -- and the first category certainly made us smile!) and by the caller's question (especially if there was nothing we could do to help -- very frustrating and even emotionally draining if we took it to heart!!).
I wanted to to stick all this into a boo but it never comes out coherent, hence a comment instead. I realise this may not be any better though...
What you said reminded me of my first job. How the call went was influenced by the person answering it (their mood, how busy things were...), by the caller's attitude (polite/grateful or condescending/demanding or somewhere in between -- and the first category certainly made us smile!) and by the caller's question (especially if there was nothing we could do to help -- very frustrating and even emotionally draining if we took it to heart!!).
I wanted to to stick all this into a boo but it never comes out coherent, hence a comment instead. I realise this may not be any better though...