only a first name--"Steve", "Nancy", etc.
and they don't have an email address.
But, everybody has an email address, you say.
and you're right! except for service reps for outfits like Comcast, T-Mobile, etc.
because they don't want you to have a written record of your attempts to correct their poor service.
You're not foolin' me, Comcast, T-Mobile, etc.!
We know why your service reps don't have last names and email addresses!
Because your product and your customer service suck!