Why you need to be serious about support

Digg linked to this frustrated consumer's experience:

A frustrated customer's experience with HP that is still unresolved. Keep checking for updates. "The following is a timeline detailing the absolutely terrible experience I have had dealing with HP's tech support & customer service department."

A few years ago, a frustrated consumer might vent to a few friends but - unless one of those friends was an influential tech reporter, the blowback was pretty limited. Now? All it takes is one post that gets picked up by Digg, or Blogniscient, or Techmemeorandum (et. al.). At that point, you have a real problem on your hands. If you don't keep on top of your support results, you may wake up one day with a huge PR problem staring you in the face.