Recently, I called HP sales to find out if there was a place I could download the drivers for an HP Laptop I was considering purchasing.  Since I hadn't yet purchased this computer yet, I figured it's a pre-sales call.  I wanted to make sure the drivers were available prior to my purchase.  You see, I always wipe all the software that comes on new machines because most systems are bloated with a bunch of trial ware that I don't need - the Apple "Stuffed" Ad nails it, yet again!  I had already checked HPs web site and couldn't find the drivers listed for the computer model I was interested in, which was the reason for my call.  However, the sales rep who answered the call heard me say "drivers" and immediately identified the call as a "support" call, not a pre-sales call.  No problem, a quick transfer to support and I should have my answer.  Needless to say, the remainder of my call went something very close to this:

The main difference with my call was that after 4 transfers and 28 minutes into the call, *I* was the one hanging up.  That's 28 minutes and 4 transfers for trying to find out where I could download drivers!  And I still didn't have my answer.  This sort of service has become way too common.  I've had similar calls with Microsoft and Dell (although Dell's business support is actually decent and US-based).  The main problem is that these calls are obviously outsourced to Indian firms.  Even though the support reps have a heavy accent, they've changed their names to be "American" sounding.  You're not fooling anyone and trying to fool us with names like "Chris" and "Cindy" are plain stupid - it immediately gets me to start thinking why this Indian-sounding person's name is so American.  There's nothing wrong with being Indian, so don't hide it!  There is something wrong with cluelessness, cultural misunderstandings, lack of sympathy and unhelpfulness.  Instead of giving them names like "Chris", try asking what the caller is looking for in the first 60 seconds of the call.

Angelo who also oversees Axosoft Support found the above video and forwarded it to our support team (originally in this article) to make sure we never make such mistakes.  I was happy to see the video and I immediately thought I want to promote this video in the hopes that more companies will improve their support and stop seeing support as something they need to outsource to be someone else' problem.