Tech Support Redux

So, you remember yesterday I was describing the wonderful tech support that I got from Microsoft on their Exchange product.  And I mentioned that there was one little oddity I discovered after the fact -- not a problem, but something strange -- that I'd follow up on and let you know what happened.

They may have topped themselves.

As I noted yesterday, after the tech support call they sent an email with the telephone and email contact information for the tech support guy Ernst, as well as that of his supervisor Robert, and for a back-up technician if none of the others were was available.  I sent off an email describing the oddity and waited, but didn't hear back.  In fairness, it was late in the afternoon here in California, so it wasn't unlikely that everyone in tech support was gone for the day.

This afternoon, I got a reply.  But not an email -- Ernst called back!  Now, that is unprecedented tech support.  Happily, the oddity cleared itself up by the time he called, so it turned out to be unnecessary -- I think it had something to do with information being cached and taking time to clear out (something Ernst confirmed in more specifics) -- but just getting the phone call speaks volumes.  It was impressive for any company's tech support -- a call back, for goodness sake -- but utterly unexpec