I have noticed a pattern of dealing with companies over the phone about problems I'm having. Initially I seem to run through a few people on the phone who are eager to help, but just plain screw up. This phase can last weeks sometimes.

Then at some point, I finally get connected with one person who seems to actually know how everything works, and quickly and competently fixes everything. The fix is often a simple one, corrects all the problems, and this person is suitably apologetic and sympathetic for the hassle I've gone through.

None of these people are jerks. It's just that many of them...just don't know how to get something done.

This has happened often enough that I'm wondering what the deal is. Is there some kind of affirmative action for mediocrity? Is everyone hiring relatives?

Or is it just that I only notice the issue when the representative isn't competent in the first place? Do cases where I get satisfaction with my first call just not stand out in my memory?