Greetings, your Excellence, Like everyone else I've been through Kafkaesque conversations with front-line tech support, and information/sales, organizations. While there may be no excuse for a company driving away potential customers, or convincing current customers to never buy their products again, when it comes to the reality of the working lives of the people who are employed in front-line support: it's most often a shyte job with low-pay, quota demands, and no potential for future advancement. imho, why it's like that is simple: economic$, and ... greed. As a jaded realist, I spend very little time thinking about that. bill
Google CEO, Erich Schmidt: "I keep asking for a product called Serendipity. This product would have access to everything ever written or recorded, know everything the user ever worked on and saved to his or her personal hard drive, and know a whole lot about the user's tastes, friends and predilections." 2004, USA Today interview