Comment by necovek

I've had both great and terrible email support (great where L1 immediatelly involved L2 support and I got a straight up solution in 15 mins, for instance), but getting something done over a voice call has never been that great!

If L1 can solve things for you, a call sometimes can work, but really, if they can't, it meant multiple calls with L1 and multiple calls with L2 (in one recent example, it took 4 months for an issue to be resolved by internal support at BigCo where I was repeatedly asked for the same screenshot, including them recording me get to it a number of times, until I pinged their manager's manager via email pointing how they have the solution in there if they only read my emails, and got it resolved 2h later).