This is a transcript of a support chat through augen.helpserve.com this morning. Yes, I know, I got a bit douchey around the 15 minute mark. I found out at the end of the message that the support provider was simulateously ignoring my messages and fielding a phone call - which he told me just before he disconnects. Does anyone know how to reach someone directly at Augen to complain about how poor their outsourced "service" is? I also have screenshots as documentation. Augen Support Transcript. You are now chatting with Christian (Live Support) ME: Please see ticket 5326. I have been waiting for four days. AUGEN ELECTRONICS CORP - Kayako SupportSuite Help Desk Software ME: I purchased a GenTouch last week, and can not enable WiFi... ME: I can't see out to see the network. Every time I try to switch on WiFi, the device reboots. ME: Christian, it looks like you have been connected for over two minutes now. I haven't seen any response from you. Are you online? Christian: yes i'm here sir Christian: one moment please ME: It took 3 minutes and 25 seconds. I am disappointed in your service already. ME: Six minutes now. That is considerably longer than a moment. ME: Seriously, Christian? It's been nine minutes now. Please send me your supervisor's email address. ME: sorry XXX i'm check the ticket now ME: At 11 minutes and 20 seconds. ME: As I said, please send me your supervisor's email address. Christian: sorry sir we can't give the email address. ME: Do you have anyone on staff who speaks English as a first language? Your skills are atrocious, and they inhibit communication. ME: How can I have one of your managers get in touch with me? Christian: what's your phone number sir? ME: +1.XXX.XXX.XXXX Christian: ok. i'll have the supervisor contact you within the day. ME: Fine. Please have him do so over email. I can be reached at XXX@XXX.com . Christian: sorry for the inconvenience i just finished a phone support call. Christian: Thank You, good bye ME: You seriously spent the 19 minutes you were supposed to spend helping me online, on a call! Do you have any idea how unprofessional that is?