I thought the "lol" was one of the first things that support guy did _right_. They demonstrated a disturbing lack of empathy with the rightful outrage of the cl

I thought the "lol" was one of the first things that support guy did _right_. They demonstrated a disturbing lack of empathy with the rightful outrage of the client. The "lol" was the first point in that conversation where you see the support staff essentially saying: "I think you have a point".