This comment on Metafilter outlines from the inside how a successful hardware company can fail by focusing on short-term budget goals. The example of diverting phone calls to a certain customer support department because it saves you $2.47 is the sort of thinking that gets someone a bonus for the quarter because they hit their number. What a waste.
It also reminded me of a series of calls I made to Apple support in the early 2000's where I was mocked, hung up on, and finally, after many calls was able to get my computer fixed. Does anyone remember the joke that was Apple customer support?
The other bit in that comment that sticks out is how (the poster's estimation) 90% of the calls were actually software (Windows) related. Doomed from the start.