These days, lousy tech support is not only accepted, it’s expected. How to find the “good guys.”

A new thread was recently posted on one of the IT forums we follow. The topic was, “How have you resolved a problem when (Big-Name Tech Company) is non-responsive?”

Answers ranged from a suggestion to fib to customer support—pretend you’re interested in buying a product, then subtly ask the rep for help with your issue—to an outright diss: “Industry-worst customer service.”

The one that took ...