Tech Support Doesn't Know Who's Calling

In this case HP's support, which due in part to policy, probably in part to lack or misuse of a CRM database, declines to assist the elderly owner of one of their printers. Except in this case, the caller is her daughter Megan McArdle, guest blogging at Instapundit. Short only of stiffing Walt Mossberg, these days that's one of the best ways to blacken a reputation with the general populous. In the days of citizens' media, even the CRM database isn't going to tell you which caller can get out the word of your responsiveness - or the lack thereof.