The support contract for a huge multinational I was a small part of a while back, was bought out by an Indian-based company, who wanted the prestige and new line of business, but bit off WAY more than they could chew, and threw the entire tier 1/2/3 process into near chaos.
Had they looked even a little deeper, they might have realized that they had no pratical experience in customer facing sw/hw support, and saved everyone two years of flailing, panic-driven, blame-everyone-you-can-point-a-finger-at, the-technicians-are-wrong-since-our-process-says-otherwise-oh-wait-our-process-is-shit-what-now-MORE-METRICS unbelieveable bullshit.
All because somebody in high level management managed to bend somebodys ear, and the parent company got swindled into it.
So glad to be gone.