I've always had good service from carriers. I call the agent service number for individual business, tell them I'm an agent, give them the info & they put me through to someone who can take care of whatever it is.
On groups, I talk to the group rep who also has an incentive to keep the business or the service person assigned to the group. Sometimes there is a hassle when going through the public number but even generic calls for example to billing get taken care of with one call.
Navigators on the exchange are idiots or at least incompetent and under trained.
