Apple's systems are popular among home users, who don't make good customers for these mega-outsourcing sites. No, that's not where the money is. At least that's what Bill Armstrong, a Calgary IT professional says. Lots of help-desk people don't know how laptop users need to operate. They don't have a clue how to set up dial-up networking properly, and they most certainly don't appreciate the unique needs of the road warrior.
Most people have desktops and that's what tech support is usually best at.
On a personal note, there are several things that annoy me about the 'break-fix' cycle and all those who participate in it. A few days ago, I needed to phone Maxtor, which manufactures external memory systems and computer peripherals, regarding an installation question. The phone rang and rang repeatedly, as if I had all the time in the world. I'm also troubled that tech help people, whether they're online or offline, never seem to use a last name. Despite the temptation to draw analogies, I will, in the interests of good taste, refrain from doing so.