Was once a tech support guy for one of the original, hyphenated, cell phone brands.
I would constantly get shit for actually resolving issues and 100% ratings but being over the handle times - instead of "punting".
Eventually, I argued them down from a 12 minute handle time on phones to putting me on chat/email where I thoroughly went off script. Often.
Until a problem was fixed, or I sent them a new phone, and headphones, and a speaker, maybe a charger or 2, and some stickers just for fun.
Then, one day I'm advising the VP of north America, the global web guys, the manufacturing design team and then i quit.
Sorry for the w310. I told them the cable was going to break.