As a customer, some of my general guidlines; for me anyway.

• Always be courteous; It helps noone to get mad. I also used to take ordering calls for the 'large corporation' that takes orders for stuff on tV, so I know the person on the other end's job is so much easier when you're nice.
• Assume the person giving tech support knows more than you. If not, why call?
• provide as much detail as possible.

But you guys wonder why a lot of peple think you are planning to sabatoge them? Well, there used to be a site somewhere that showed compaq's policys regarding tech support, provided by actual tech support persons. It wasn't pretty. Then there are those posts on some other forums where the tech brags about doing something bad to a customer or making up shit instead of saying I don't know. I've actually been told 'I don't know' before and I appreciated that alot more than someone telling me to try shutting down the computer and run 3 circles around it.(exagerated sarcasim) And then of course, there was telocity customer service.

Oh, as far as the articles go, If you're looking for feedback, I say keep 'em comming. Enjoyable, and no, I don't get the impression you're hating

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Road Runner!!!!