Godin on HP's No Talk Policy
Seth Godin discusses the economics behind the HP printer; i.e., HP doesn't make money on the printers, but on the cartridges.
He wonders why though, if the printer is past the warranty, they won't help him over the phone.
Good question. It's understandable if they don't repair a product when the warranty has expired, but shouldn't a company always be willing to advise the customer on the use of the product?