I can see both sides for and against the OP.
I'll just say this as someone with a background in helpdesk support. I'm anonymous to all of you so therefore I'm not fibbing to "up my cred" with you guys. Having said that, I was pretty damn good at my job. I imagine it's because I used critical thinking while troubleshooting and not just running through a script or doing the bare mininum to get to the next ticket. It pissed me off so much seeing several of my coworkers doing this with such a carte blanche, "who cares" attitude. Don't like your job? Get another one. So the OP I believe is entitled so feel annoyed because I saw the original correspondence before the edit and it was a clear cut case of "send the standard crap, lunch time, they write back? Pass the buck or close the ticket." That is a monumental BS way of conducting your job which I blame the rep and their mgmt for.
Again, I know this routine, been in the game for years. I will bet cash that these reps are told "burn through those tickets, the faster, the better" guaranteed. And the reason some get good service and some not? Some reps are good, some suck, simple. Seen it a million times.
TL;DR - the OP is justified in feeling slighted/angry
