[Giaguara]

It is exactly that Rhisiart. "I don' know" isn't supposed to be part of an answer in any support job unless it will continue something like "but I will find out for you". I would want to go smack that kind of person anywhere.

Eldiablo, that form will not get visible feedback to the sender, but if one sends a short note of what happened, "on day x/y/z around 5pm I called to get support for my product y, serial zyx, incident number abc. The person who was handling my support request told me on the phone something that should have been reworded before saying it to the customer.." That WILL feedback where things went wrong, so it will get to the manager of the person, as long as there is enough info for finding out in the system who was talking with you. The more info the better.

I can't believe anyone would say that to a customer. Even if they have zero training. If a customer has a problem, find out and learn, or if someone else is supposed to fix that then pass it on to them.
I have zero training in fixing active directory issues, in how most SQL really works, in how over half of the products I deal with work. If I get "my [product I have no training for but am supposed to support to some degree and debug and fix it] isn't working, my 3000 users can't log in, help me" that just would NOT work. If I hear anyone say that type of "I have no clue" phrase to the customer, he'll get the consequences.

It would be entirely different after identifying for sure that something is a 3rd party issue, but it would never be "I have no clue because I have no training in XYZ" but rather "because of [something in the error message log, kb etc] our product works fine, and this error is really coming from [the other product]. We tried [some troubleshooting in general] to get that working without success. I would recommend you contact [seller, manufacturer etc of that product] to open a ticket with them since they will be best suited to help you with [product] and they may help you file a bug report if necessary".