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The cranky user: Have you tried to reboot your computer? (03 Apr 2006)
While poor bug reports from users certainly contribute to this problem, many support staff seem to lack the time or inclination to carefully read a user's problem report. The answers that come back often read as if they were automatically generated: like the support jockey simply typed a few words into a search engine and grabbed the best match. I can't stress enough how absolutely frustrating it is to wait hours for much needed information, only to find that it's no better than what I can dig up on my own.
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Article URL: http://www-128.ibm.com/developerworks/web/library/wa-cranky63.html

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