Bluntly, yes.
(and breaaaaaattthhhhe)
Chris, wasn't Fastnet by any chance, was it? They had the best CS team I ever dealt with (including mine) but they charged for it. By 'eck it was worth it though.
Chris, surely you don't actually believe marketing?
C
Wasn't fastnet, just a little place that doesn't exist in the same form any more.
Normally I have no time for marketeers, but the virgin guy who came round to do the assessment was an ex engineer who used to deal with support issues and when I asked he said that the support guys were great and knew what they were doing, he rarely had bad call-outs. I guess the important phrase there is "used to" as things probably changed...more outsourcing, worse training, less pay.
I've worked in networking, support and software for more years than I'd care to remember, and know that supporting your customer is the backbone of repeat business and having "referencable" clients. I always try to deal with people who at least try to get that. Thought virgin media were one of them, but maybe not.