Wow. For my sins, I have been technical support before - for two years, no less. There were times when people just wouldn't listen or answer my questions which were, believe it or not, designed to help them. During those times I wanted to laugh / sneer / swear / cry. I never did, but clearly the same grasp of social acceptability has not filtered into the brain of this purported Dell employee. In what claims to be a genuine recording, a customer on the sales line changes his mind and ends up being taunted by the Dell rep in a manner reminiscent of Biff from Back To The Future. As Susi commented when I sent her the link: "I want with all my heart for this to be real."