never attribute to malice what can be explained by incompetence

From the Desk of David Pogue: Customer-Service Representatives Explain Themselves

Customer-Service Representatives Explain Themselves: David Pogue digs out from under the flood of email and shares the inside scoop from real CSRs: turns out the “passive-aggressive” thievery discussed earlier is simple ineptitude at the management level and the folks on the frontline take the heat. How unusual.

Also, he had the temerity to call Microsoft and ask when he could do an iSight-type video conference with Windows XP. Their answer? “On the Windows XP platform, all the pieces aren’t in place yet.”