RE: More than a writer (LONG)

["Etzel, Gary" <Gary -dot- Etzel -at- Advantica -dot- biz>]

I have never bought a piece of furniture in my life where the instructions
even remotely resembled something a technical writer would write.

Also, where is the responsibility of the customer service representative in
all of this? When the friend called to return "defective" merchandise, why
didn't someone ask "Um, what's wrong with your furniture?" and "Did you read
the note on page X of your installation instructions?"

- Gary
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