In my professional capacity as head geek at a mid-sized small business in Los Angeles, I deal with a lot of bad tech support. A lot. I've seen the excellent (Xerox), the good (HP Large Format Printer Support), and the incredibly bad (HP Consumer Printer Support).

Technically speaking, I'm still waiting for a callback from Fujifilm's Pro Support Line. I placed it with "critical" importance about three months ago.

So I wanted to recognize Übersmith. We're trying out their web-based CRM product, and I reported a decent-sized bug to them at 9:30 a.m. Friday. At 10:15 a.m. the same day I got an e-mail telling me the problem had been fixed -- and I checked and it actually had been fixed. Pretty impressive. They do lose points, however, for the umlaut in their name. Motley Crüe this isn't.

Updated March 8, 2005: Turns out übersmith can't filter on "CC" fields in e-mail -- just To, Subject, From, and Body. I sent in a feature request at noon today. At 12:22 PM I got an e-mail saying they'd added it to the feature list for the next version, to be released in 3 - 4 months. At 2:54 PM I got an e-mail saying it had turned out be fairly trivial to implement, and they'd done it. I checked it, and again, they had done it and it worked. These folks are impressive, umlaut and all.