yeh we always tried to make sure we knew the answer before you asked the question had to be totaly switched on and top of the game. if we didnt have the answer immeadiatly we would get it n give you 100% till we got your solution. ther was problems getting thru and it just got worse the lines were always very busy but they just kept buying more manufacturers, getting rid of thier tech support and giving the extra work to us which meant more products to support with the same five or 6 guys. they didnt see that more products to support meant more calls so more engineers required. and the americans wanted a call centre instead of a technical service and suppprt centre. god only knows what state it is now that they have moved it overseas. the product knowledge has been diluted to some low levels over the past few years.. its sad..