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I had a similar problem. I start asking for people's bosses and going up the chain. You are going to have to get annoyingly annoying.
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This is unfortunate but I totally agree. I try to be patient and work with people. I work in service and understand the person I'm speaking with didn't cause the problem. That patience evaporates quickly if people don't do what they say and I get the feeling I am getting jerked around. Sometimes you have to be the squeaky wheel to get the grease. Hope they cooperate with you.