That’s just a panacea. They won’t have logged an issue and it won’t be escalated to the IT team; it’s straight from the chat script which the CS Live Chat reps are trained to use. “Get the person off the chat as quickly as possible; if it’s an issue not covered by the policies, tell them you can see the problem, sympathise, tell them you’ve lodged it as a problem and it should be resolved 24-48 hrs.”
