Mean time to resolution: 3 minutes

I hate calling tech support for most things. They either assume I am an
idiot or they aren't equipped to answer my question. Its rare that I
really get what I want unless I'm asking simple or stupid questions -
which has happened once or twice ;)
Last night I signed up with Bell Sympatico to check out some of their
new services. Since evaluating services like these is part of my job, I
figured it would be a good idea to take advantage of the 30 day trial
and see what they were up to.
The signup was instantaneous over the phone and five minutes later, I
got this email:
> Subject: Download your new Bell Sympatico security service
> Sender: "Sympatico Activation Team"
> From: "Sympatico Activation Team"
> Date: Wed, 3 Dec 2003 20:12:56 -0500
> To: "ross@tucows.com"
>
>
>
> Active Server Pages error 'ASP 0126'
>
> Include file not found
>
> /bots/avfw01/mail_en.asp, line 1
>
> The include file '../includes/common.asp' was not found.
Huh?
I remember thinking to myself "Damn, now I have to call their tech
support and ask stupid questions to someone that thinks I'm stupid. Agh."
Today, I went to their website determined to dig out a phone number and
I noticed that they had an online chat tech support option, so I tried
it out. The transcript starts at 12:01pm EST and closes at 12:04pm EST.
---
Please wait for an online sales representative to respond. You are
currently 1 in line out of 1 people. / Veuillez patienter afin qu'un
représentant vous réponde. Vous êtes présentement dans une file de 1
personnes.
Welcome to bell.ca! You are chatting with 'Laura B' and I will be your
online sales representative! To assist you, may I please have your name
and residential phone number with area code?
Veuillez patienter pendant que j'achemine votre session de clavardage
'Laura B'
you: Ross Rader, 416.[555.1234], M9C 4J4
Laura B: Good Afternoon, and how are you today?
you: FIne...you?
Laura B: Great thanks, how can I help you today?
you: I signed up with your free networking and security offer via
telephone last night
you: and received the activation email...
you: and this is what you guys sent...
you: Active Server Pages error 'ASP 0126' Include file not found
/bots/avfw01/mail_en.asp, line 1 The include file
'../includes/common.asp' was not found
you: not tremendously helpful :(
you: So I need some help ;)
Laura B: http://www.securitydownload....longurlthatsprobablysekrut.com
you: yay! thanks ;)
you: got it - that's excellent. Beats sitting on hold too!
Laura B: Before we wrap up, do you have any other questions for me?
you: nope.
Laura B: Thank you for chatting with me on bell.ca. To help improve our
service to you, please use the Exit survey to rate the assistance you
just received.
you: cool...will do - thanks agian.
This all took place in less than three minutes including "hold time".
If this is what the future of tech support shapes up to be, I like it.