I recently called tier one support for an HP printer, fax, copier with three simple questions. It was quite an incredible experience. I would not purchase any other printer than an HP. I have had many of them over the years and I'm a loyal customer.
I would suggest that someone in management at customer support contact a management consultant to compare HP's tier one support with that of Apple or Cisco. I would also suggest, in general, looking into American companies like Eddie Bauer, etc.