Of course it is. What do you mean by it? That the difference between great and average technical support is worth millions of dollars in revenue? Everyone rem

Of course it is. What do you mean by it? That the difference between great and average technical support is worth millions of dollars in revenue? Everyone remembers getting shitty offshore technical support This seems hardly generalizable, but beyond that, I agree with you. Shitty tech support is never excusable. Pay for average or above-average tech support. Those you can train in less than a month. Don't break your back paying for "great" tech support. This is a silly directive, because it's so obvious once you are in the shoes of an executive, having to recognize tradeoffs in every decision. Unless your company is large enough where the tradeoffs make sense, paying for stellar tech support is an inane investment. You can say a lot to the leader as a follower, but once you start leading, you must dance around the intricacies of decisionmaking. EDIT: Not quite sure, but your assertion based on the so-called "list" of shitty tech support seems to be a case of selection bias. There were probably many cases of reasonable tech support, but you haven't made a list of them :P