Companies that hide behind intranet services such as this, worry me, especially as I might be applying for jobs with them.
When Dell completely their service system it becam a nonsense, having to deal with people who were working from a flow chart list of questions and who probably had no technical knowledge, eventually (after god knows how long) escalating the problem or just asking you to pack the unit up and it would be collected sometime.
Complete waste of time (mine that is) but it meant their service level targets were met.
I get rather wound up when some numpty talks down to me when I can tell them in 30 seconds what the problem is.
