Pros
Nice service software and system Some people are informative, proactive, courteous, and efficient
Cons
Software is accessed by many people with varying access levels at once causing multiple issues with service report logging, updating, closing, etc. Most calls go to people who should not be on the phone with other people. Rude, condescending, passive aggressive, impatient, and Napoleonic complex responses and treatment is common. No reasonable call escalation procedures as everyone jumps from lower level staff to Brian Lipiro, and that's it... and whatever issues you have with lower level staff are only exponential once he gets on the phone. Understaffing causes ridiculous call response times; once a tech is on call you can expect an average of 45 minutes wasted checking in and checking out, unless you need to speak to Tech Support, then you can waste 2.5 hours with the customer staring at you telling you they have to leave.