Warp wrote:
> 
>   Why would they do that? Who does it benefit? Why would a company
> actively *forbid* a tech support person from giving an answer he
> knows fits the question best and instead *force* him to give an
> irrelevant answer? What for?
> 

I suppose that it helps ensure a uniform quality of service, although 
more to the point I think it means that they don't believe that their 
support people are good enough to answer questions on their own.  For 
instance, let's say you'd outsourced your support to a third party which 
was very cheap, but you have doubts as to their ability.  In such a case 
it might make sense to force the use of templated answers so as to 
replace an embarrassing shoddy chaos of customer support with a mere 
soul-crushing bureaucracy.

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