Who?

I just tried to escalate a support call to the software vendor (we’re just the reseller) and they didn’t know who I was or what company I work for.  OK, it’s been a while since I’ve had more then the “I can’t log in” type of issue.  But still, no record of us at all?  We’re mentioned on your website!
I escalated to the big boss here, he’s got better contacts then me.