"Not make it so hard to get to an actual technician. I've already tried all the things they're going to say [in the automated system]. I need somebody who knows the software to tell me what I need to do and stay on the line until it's fixed."
--Douglas Markell, systems administrator, Thor Industries Inc.
"They can dig into the problems and not try to pawn it off on other vendors."
--Dana, systems engineer, Chicago
"Online chat. Instead, we have to open a case. It might be a simple question they could answer with chat instead of me sitting around waiting for a call back."
--Muthukumar Kannaiyan, information officer, The World Bank
"When you call someone, it'd be nice to get someone right away, a real person as opposed to going through multiple tiers of support."
--Daniel Mann, IS technician, Katherine Shaw Bethea Hospital
