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When good software goes bad.(CR Investigates)
Software problems are not a matter of "if" but "when." Sooner or later you'll find yourself among the estimated eight million consumers per year who get snagged by trouble serious enough to prompt a cry for help to technical support, Unfortunately, 30 percent are left crying, according to a recent CONSUMER REPORTS survey, because tech support doesn't fix their problem.
Our survey of more than 10,000 computer users also revealed that software makers fall short in satisfying consumers when compared with other service providers. Software companies' support scored 63 on a customer satisfaction scale of 0 to 100 in our survey, putting it among the lower-ranked ...
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