I just love this article i read, and it really rings pretty true! If you’ve ever worked in ANY customer service environment really, it is true 
from The Cranking Widgets Blog
“We’ve all been there. Something’s dreadfully wrong with your trusty computer – you can’t print, you can’t get on the web, you can’t play Bejeweled. For whatever reason, the problem is major enough to warrant one of the most desperate acts you can imagine – a phone call to tech support…”
Hehehehe. You’re the first for me to add to my Blogroll!
thanks ray, i saw that!!