"Steven M. Bellovin" <smb@research.att.com>  wrote:
 > In fact, customer support is one of the biggest expenses for just about 
 > every ISP.  It's not that they don't want to provide good support; it's 
 > that they can't afford to.  (Why?  Well, think about how much money you 
 > would want to answer questions that are (a) generally about Windows and 
 > its misfeatures, and (b) often asked by folks whose clue bit is 
 > hard-wired to 0.)

Agree strongly.  We provide 'unix support for our dialup users' by way
of providing the necessary ppp configs for linux, *bsd, and solaris.

Unfortunately, some of our customers believe 'unix support for dialup
users' implies "when my linux machine blows up, I should be able to 
bring it in and have you reinstall it for free or else I'm taking my
business elsewhere".

Just because the customer is always right doesn't mean the customer 
isn't an idiot.