Rude and Negligent

Rude on the phone about unexplained charges. Made no attempt to rectify the situation. Although not intentionally deceiving, they chose to hide how charges are made. Did not explain how they bill their customers and proceeded to charge for services that could be free if you knew that's what they were charging you for. Example: installing Service Pack 2 and subsequent updates at a rate of $45 an hour. If someone elects to pay that price for that service then fine, but I would have never done that if they actually had said so up front.