I believe that staffs have to be trained about their platform, services and flow of customer support internally including escalating support stream. However, they will have to send it to a contact point and wait for an approval to see that case is accepted to an Escalating support or have to wait in a normal stream.
In addition, even with Escalating support, that staff will have to wait for answers from his internal colleagues in Escalating process. All these takes time, and the Escalation word doesn't mean that issues will be resolved instantly after an escalation is submited by that staff.
No company would hire people and put them to work without providing them with the necessary training first, but being trained doesn't mean you can't make mistakes as a human. Sometimes, it just happens. You wouldn't do something that can break the flow of the service deliberately, but maybe you are stressed out because there is a lot of work; maybe you are handling a lot of stuff alone and have made a mistake because of that. So, things like these happen sometimes, even in big corporations and companies. They are handled later on.
That explains in big corporations, sometimes customers are disappointed with customer support because there are many contact points and only one or two miscommunication between staffs internally can break the flow, and customers will have to wait endlessly for answers. It happens with all companies, but as a service providers, they must analyze their process, detect issues, and fix them if they want to satisfy users and gain more success for their business.
You are right, but again, as I said above, this happens in every corporation/company, and things become normal as they are handled later on. Even if the staff is trained for every situation, sometimes, things can go out of hand, and that's normal.
