The other day I purchased a new laptop from HP and I wanted to upgrade the operating system from the installed XP Pro to Windows 7 PRO. I ended up with some trouble figuring this out not using the upgrade disk correctly, so I put I decided to call Tech Support. Based on previous calls to other vendors I expected the usual run around and actually it started a little bit that way. At first I called and was told this was the wrong number and they would transfer me – off course dropped call. So found another number and called in, well within a minute I had an agent and she was going to help me out – not only did she get me going but called me back twice to make sure everything was going the way I expected it and if I had any questions. Sure there are improvements the dropped call, and sometimes voice quality was little shaky, and the pronunciation was sometimes a little hard to understand – but overall this is the best experience I have had with a PC manufacturer in years. Compared to may last experience, when I got through to the automated systems and they told me that my wait time was 5 hours. I think HP is heading in the right direction, keep up the good work.