Along these lines, I have two major gripes (might as well let them out):

When placing a hardware call, you can put in all the details on the web
site and click the "call me now" which works as advertised until you
reach the engineer.  For months I've done this only to have to repeat
the entire scenario to the engineer and get a new call ID.  The last
time, I said something to the effect of "I put this in on the web, do I
have to keep repeating the details" and he was, shall we say, clueless.
But upon giving him the web-generated call ID he could pull it up and
went from there, successfully forwarding the call into the system.  He
appeared to have no knowledge of the web front-end or what to look for.

Next, the follow-up "customer survey" from hardware calls.  They do this
by phone, go through a five minute annoying, scripted, robot-like
process and expect you to participate else they'll call you back.  I
hate nothing worse than telephone surveys.  If I had time, I'd
participate and the ending question "please rate your overall
satisfaction with HP's support" answer "much higher before this phone
call than now".  Cisco and some other vendors will do e-mail (either the
survey itself, or a unique survey URL) which I don't mind.  You can
ignore it, or answer when you have time; not RIGHT NOW like the
telephone demands.  Maybe it's just me, but I HATE PHONE SURVEYS.
Forget the ISO-900x "quantitative feedback", it lowers my opinion when
it comes in this form.

Jeff Kell <[log in to unmask]>