Helpless NOC

Customer dialled in , looking for my team ... Kevin, then customer asked for a supervisor , I took over... I get the details of the problem .. just listen in (listening can be a good tool in solving a problem). What struck me is when the client said "We called NOC and NOC can't help us". I was like "waaaaaaahh???" I looked up through the notes and said "I will have myself involved in this case(I dunno why the call was routed to Tier 1 and Tier2 support) and call the VAR myself to check on the status of the technician that is scheduled to visit the hotel.
I dialled in the number for the VAR and spoke to the person in-charge of the tech dispatch, who basically updated me that the tech would be there by Sunday the latest, so I called the client back and updated him, it turned out that is all that he needs , an UPDATE... and NOC can't help him? aaaaargghhh... from the words of Donald Trump , I quote "YOU'RE FIRED".
Terms :
NOC - Network Operations Center (Composed of Tier3 wannabee's and stuff)
Tier1 and Tier2 - First line of defense in the call center support industry (these guys get badly beaten up even at first time they pick up the phone.
VAR - Value Added Reseller , they resell our products and do the installation , maintenance and site visits for us.