Lol...they hire anyone.  Even before they outsourced to India.

I remeber a girl...she could turn on the computer and get on AOL...that's it.  Only she called AOL, "the internet".   Can you imagine the frustration of people being told to get on the internet, which they do, only to get AOL only instructions?

And one guy...he'd promise any caller anything...just to get them off the phone.  He finally left to become an AOL rep...

The joke went that all bad HP reps went to AOL.

There are lots who try...and do it well.  Mostly without help...  I don't know how much has change since I was there but they had this knowledge base thing that was horrendus.  And even if the fix wasn't in there, we weren't supposed to give it out if it wasn't in the KB.  Despite the crazyness...it was a fun place to work.

Tirjasdyn
http://michellejnorton.com