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Originally Posted by DarthYoda
I know you guys don't, I was meaning the guys in India I end up going to first.
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India are also technical support, and they also do not use a script. They have exactly the same training material / diagnostic tools- the difference that you see is that all the tech support staff in swansea have been there are lot longer- when the India tech's gain more experience they will learn what things aren't worth checking.