I am absolutely blown away by the wisdom and passion contained in David Churbuck, lengthy, passionate and informative posting on the complexities of tech support. David is the Lenovo vp of Internet Marketing that caught my plaintiff post on my Thinkpad problems and is the reason the company is sending me an X60S, scheduled to arrive tomorrow. He talks about why he hangs out in "Blogistan" looking for comments about Thinkpads. It's because he understands that markets are conversation
As I mentioned, the piece is long for a blog. Don't just skim it. Stop and read it. It's important. The thinking is important. The company action is important. The next time you catch me railing about a company's bone-headed insensitivity to customer support and Nick Carr quotes lawyers to show how wrong I am, I'm going to point back to this exquisite piece by Churbuck.