Unequal Experiences

I have a nice projector from a major projector company. Something is wrong with it, so i called tech support. The person i talked to gave me the run around and was clearly trying to get me off the phone. So i emailed. A day later i got an email back asking for a mailing address so they could send me a replacement part. No questions asked, no flow chart, nothing, just here is the part you need. I got it two days latter in the mail.

How come i could not get the same level of service from either way of contacting them? The phone person could have done the same thing.

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