As a technology service professional and an alumnus of Nerds On Site, I have to say that the scene featuring their technician was positively dreadful. While watching David Redekop watch the entire scenario unfold, my heart broke too.
In the defense of my former colleagues, I have to say that what you see here is entirely contrary to the culture of this great organization.
I am in the unique position of having serviced clients as an EntrepreNERD, done work for Nerds On Site corporate under David Redekop''s personal direction, and maintained a company-wide vendor relationship offering services to individual Nerds, with both my current and previous employers.
My experience in these capacities has given me a large sampling of the kind of people who make up Nerds On Site. By and large, they are professionals who are a pleasure to deal with, have the utmost of integrity, and the best interests of their clients at heart. I know for a fact that there are far more positive customer survey results than negative ones. Please do not paint the entire organization with the same brush as you would the ""Headline Nerd"" from this story. "Not A Geek" and others make good points about the fairness of this test, so I shall not repeat them.
That said, David Redekop put it best: "This is a wakeup call for all of us!""
This piece demonstrates that there are opportunities for improvement and lessons to be learned by all computer service professionals and organizations. For the good of the public and the sake of our profession, I hope we learn them well.