I think a typical service company keeps a squad of "second responders" available at relatively low cost per hour to field calls that can't be handled by the "first responder": the "push 1 to..." automated phone system. Only when someone gets into a real crack to they "kick it upstairs" to the "third responder." This preserves these skilled people to handle these tougher issues full time without having to hire too many of them at a higher wage.
This isn't evil, it's just good economic sense. I think where the system failed in this latest case was that the "second responders" thought they'd solved the problem (there was a software glitch in their system that they didn't catch) so I was never kicked upstairs until today.
I like to think it's a matter of experience, too. It would be interesting to know if the Competent Person was hired directly into his position, or worked his way up through the pool.
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Re: There IS "affirmative action for mediocrity".
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- The One Competent Person Problem