I worked tech support in TAC for 11-1/2 years prior to getting promoted into System Engineering.
(I designed and installed new P-25 systems for DoD customers until I retired in 2012.)
It was different then. From the time I came onboard in Lynchburg (1998) until the time Harris acquired our unit from M/A-Com Corporation, hams, individuals, volunteer groups, etc. were gladly helped during normal business hours at no charge, on a first come first served basis.
(Paid $$$ priority customers when to the top of the list, and got supported 24/7/365.)
Once Harris took control, that changed......BIGTIME !
Most tech support was dumped onto the big regional dealers, or as Harris called them,
Regional Centers of Excellence (RCE's). Only after dealing with them, might you be able to contact TAC directly.
Not long afterward, Harris when through massive lay-offs, or as they euphemistically referred to it.....A Workforce Reduction. Thousands got canned. Over 50, with more than 5 years in the company..... to the door you were headed.
Now the place is populated with young, computer savvy types who know little about two-way radio, and have the Green Card!
From the old-timers who are still there, Harris is not a pleasant place to work anymore.....