You ever have one of those days when you want to take your printer outside and beat it to bits with a bat (a la Micheal Bolton, Samir, and Peter from the movie Office Space)? Well - for me - that day is TODAY! http://www.youtube.com/watch?v=dN3v0drnTdQ BTW - if you are a company that outsources your Helpdesk to overseas call centers - you deserve to go out of business. There's nothing worse than sitting in a queue for an hour only to be greeted by someone who sounds like they are calling you on a tin can phone. All emails should be answered withing 1 hour and all phone calls should be answered within 5 minutes. Anything else is unacceptable.