Oh, yeah, they make lots of mistakes. Maybe I wasn't clear enough. If a front line LAN agent puts a finger on a rule, they will not budge... even if it is the wrong rule, a rule being inappropriately applied, illogical, anti-situational, or against common sense. They fear reprimand and are generally under-trained and inexperienced. If they can point to a rule, their behind is covered for the file and that is what matters. Supervisors are better.

Oh, yeah, they make lots of mistakes and for me pretty much sure that, on the balance, I have benefited more, way way more, because of these mistakes. I may lose a battle or two, be frustrated at their ground service, but knowing this ineptitude and inexperience is the reason I benefit (and sometimes big time) gives me patience.