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Don't remind me. Had to deal with their opposite working in a call center some time ago. Great metrics, made all their (10 minute) calls, etc. And I seemed to get all their *followups,* where I got to explain (a) the last tech just formatted the drive and set everything back to factory config, (b) they just lost all their holiday pictures and other documents in said format, and (c) all they needed to do was replace the batteries their teenager put in the speakers (or some other simple fix.)