Ed Foster reports that HP doesn't get it either. With the connected web, this kind of customer disservice story spreads - and worse, ends up showing up in searches. You can save pennies by outsourcing and handing out zero empowerment scripts - but you'll end up costing yourself new sales by the bucket.

Is the new HP going to be any easier for customers to deal with than the old HP was? One bad sign is a recent story relayed to me by a reader that sounds a lot like stories we heard in the Carly era. You may be able to get the service you deserve if you're willing to fight, but only by going over the heads of those who are supposed to be helping you.