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I had to contact a major PC manufacturer for support with my computer. I called their 1-800 number and managed to get through quickly. However the agent could not help me and kept on putting me on hold - I was OK with this because he kept on seeking my permission before doing so. After c20 minutes of contact with them, he came back and told me he would have to check into this further. I asked if he could call me but he said no, as I am in Canada and he is in the US. Anyway, the end result is that he asked me to call back in to their center the next day and quote by case number - by that time they will have a solution. So far I am ok with this. Then the next morning (before I called them back to finish my query) I got an e-mail from this company thanking me for contacting them and for allowing them to service me. The e-mail went on to ask me to rate their overall service - trouble is my query has not been resolved so what am I likely to say! Think about when you send surveys out!