It's like all good customer services, the company either provide or they don't. When they do, then they deserve praise, when they don't, they deserve criticism at the highest level.Word of mouth can go a long way, even though we are sometimes accused of 'always' moaning if things go bad.
I recall purchasing a game programme about three years ago from PC World. The programme didn't seem to want to install, so I contacted PCW who advised that I tried the programme manufacturer. This I did at about 4pm in the afternoon. After explaining the problems, I was instructed to do certain things, with the results that the programme still didn't install.At that time, I was on dial-up, and was using a mobile phone for verbal instructions and advice. The end result of that customer support service, was being told to take my problem to PC World "Let them sort it out",with the 'adviser' slamming the phone down. My thoughts at that particular moment was that the adviser had probably come to the end of their shift, and had possibly been asked the same question many times that day, and battle fatigue had set in. Needless to say, I dumped the disk, and have never purchased another item carrying that company's name. Would mention, that I do not see that company name about nowadays, I wonder why!.
Apologies to Mike D for rambling on,and perhaps ruining the thread, that's my rant over for today.