I take it you haven't worked in support before. It's just a support rep trying to defuse some tension, there is basically nothing they can do except escalate an

I take it you haven't worked in support before. It's just a support rep trying to defuse some tension, there is basically nothing they can do except escalate and provide work arounds. Management should be the ones that you get angry at. Getting angry at the front line reps does nothing except to make some poor guy or girl more stressed.