A look inside the tech support nightmare

— 2:38 PM on February 23, 2004

In light of our recent Friday night discussion about the joys of tech support, I think this article is particularly timely. The author describes his experience working at a tech support call center run by a third-party firm to which one of the top three computer manfacturers sends its customer calls. You'll have to watch a brief ad to read the story, but it's worth the wait.

Is there any hope that computer manufacturers will recognize the perverse set of incentives they've created for support organizations and start making meaningful changes?

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