No, you're right. If it helps put pressure it's ok. It will also help the agent you talked to convince their supervisor to help you out. Because they can say you were irate and that does tend to move the needle a bit, even with very bad companies. Nobody likes getting an email from the CEO asking what the hell all this ruckus is about.
I worked as an agent for a while at the start of my career and I got this too. I didn't take it personally. You learn to do that pretty quickly, if not it's not the job for you. After all they're not angry with you but with the company.
Luckily the company I worked for were not bastards so anything we could do to make the customers' lives better was appreciated. But sometimes someone fell through the cracks as does tend to happen. Devices out of warranty, customer dissatisfied etc. It is what it is.
I worked as an agent for a while at the start of my career and I got this too. I didn't take it personally. You learn to do that pretty quickly, if not it's not the job for you. After all they're not angry with you but with the company.
Luckily the company I worked for were not bastards so anything we could do to make the customers' lives better was appreciated. But sometimes someone fell through the cracks as does tend to happen. Devices out of warranty, customer dissatisfied etc. It is what it is.