That was the simplified version. the proper method is to start nice, then when they say they sympathize but can't do anything, show a little frustration and ask for an escalation. Their supervisor will also tell you no, and that's when you feign true anger. In my experience, the first supervisor appreciates and respects eloquent vulgarity, as opposed to the blubbering pleading he usually has to deal with, and he'll pass you to his manager who you then hit with nice and understanding to get what you need.
It's a system that you have to know how to work if you want to get shit done. constantly ask for escalation, get angry when you need to, be nice when it works best, and shit happens in your favor.
*I've worked in a call center, and dealt with all sorts of people and read the manuals we as employees had to deal with. there are certain phrases that'll get you passed up to a supervisor, and others that'll have you keep dealing with the pee-on who has no power to get shit done.