The problem is that if one department doesn't have a solution, they'll passit on to someone else.
I understand that, because the help desk people are limited in what they can do, and management don't like it when problems are escalated to them. The end result is frustration for both the helpdesk people and the customer.
I once worked with a IT Service company that had an interesting problem resolution strategy. If a customer's issue wasn't addressed within 4 hours by the helpdesk, the issue was automatically forwarded to the service manager. He had 2 hours to get on top of things before it was automatically escalated to the GM, followed by escalation to the CEO.
Things almost always got fixed before the GM and CEO got involved.
