When good software goes bad

My spin: Software support often times is TERRIBLE. I know that D-Link offers GREAT hardware support though.
CNN News Clip: (CNN) — Busy signals. Annoying online help menus. Technicians who didn’t know what they’re talking about.
Of the estimated 8 million computer users who seek technical support from software manufacturers every year, about a third never get the help they need, according to a survey in the latest issue of Consumer Reports magazine. (full story)