HP has no handle on what they lost in intellectual capital when they decimated the HP response centers of experts with years of experience who didn't need to go down a template and ask you if you had it plugged in first, thinking, "oh yeah" outsourcing is great and if we are the same as our competitors ( they say that all the time to employess) then dumbing down makes good sense and saves money too. After all, despite what they say, they don't care about anybody but the top 200 companies and the channel organization. Afer all the channel costs them nothing compared to an HP employee.
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