I recently had a problem with my copy of Microsoft Money 2005. Somehow, it was completely uninstalled from my PC - probably because of a strange incident on the MSN Money pages, but that's not what this story is about.
It worried me a bit at first. I was connected to a call center that appeared to be offshore. I don't get so worked up about the 'where' support happens, but please, make sure the people speak clear and understandable english if they are supposed to be helping english speakers. It was a painful 45 minutes - and that was just to get directed to the actual support person.
But, once I got there, Nicole in Nova Scotia did a fabulous job of getting me up and running again. It turned out that I simply needed to do an upgrade, but the process took two hours! She stuck it out and was a pleasure to deal with. It turned out that she even had to stay an hour over her shift to complete this call. Big Kudos!
Of course, I worry about her not knowing about Second City TV, but that's another story - she's probably just a bit too young .
One thing I've noted over the years on the rare occasion that I've called MS Support: they must not beat their reps up over call time. I've always found that they are very willing to stick it out to make sure that the issue is resolved. Thanks for that and thanks to Nicole!