You are so right (and kind) Luddite.
Every time they invent a more idiot proof (computer) system we find a more highly developed idiot. Something I learnt 40 years ago inside the IT industry and still laugh at now, don't know why I laugh given it is a fact not a fable. An older revision of this might have been Emperor's new clothes!! Same day different fluff. Great for the 95% to the cost of the 5%. As a business this makes sense as long as you are willing to take 5% on the chin.
The branch leader was very professional. He avoided saying "we do this a lot for the specialist stuff, really sorry" whilst saying it as a decent person. A clever business would put this bloke in charge of a "high value specialist path through the system" and charge a small premium. I would willingly pay the premium to a fair degree (10%?) knowing I got specialist care.
The claim was raised on 18 December. I doubt it will be fixed by the 18th February.
