AA's telephony and Broadband services are expensive and for the most part value for money. However, there are occasions were they fall short, causing customers extreme frustration and anger. On these occasions it's the junior support staff who are often in the "firing line", however in my experience it's often the senior staff causing the issues. What are the issues? Failure to answer support tickets, failure to return phone calls, failure to meet agreed deadlines, failure to adopt the company policy of honesty and integrity. Of course, AA will frequently respond to criticism of this nature with the one liner; "email our Escalation team" but that, in my opinion its wasted time. After all the Manager of Support Dept also happens to be the Manager of Escalation Dept. Similarly, The Team Leader of Support Dept also happens to be the Team Leader of Escalations Dept. The old addage "The foxes are supervising the hen house" springs to mind.