The thing I learned about Level 1 technicians is to be as firm in tone as possible and MAKE UP an issue that is very likely not documented in their 'how to' web page on the screen in front of them. When the level 2 tech finally calls or gets on the line, tell him the actual problem, be as nice as possible and have the problem resolved
The last time I called, I actually asked if the tech was from an outsourced firm because he had no clue what I was talking about. I was escalated a couple of times - not sure what level I finally ended up at - and then was told I'd get a call back. The call came but I wasn't available to take it.
Fortunately for me, my problem resolved itself. I hope to never have to call them again.
EDIT: I should mention that I had a similar experience the first time I called RIM. The second time I called, I actually got someone who knew what he was talking about. So RIM is 1 for 3 - pretty bad.
