and non-IT guys, how many times have you felt like this.
"They're extremely polite, but I call it sponge listening - they just soak it in and say 'I can understand why you're angry' but nothing happens,"
"scripted responses"
About F'in time!
http://seattlepi.nwsource.com/business/aptech_story.asp?category=1700&slug=Dell%20Call%20Centers