HP's own tech support...
...(...) had "overexecuted operationally and underinvested strategically"
I wouln't use "overexecuted" but rather "underperformed".
HP, start providing tech support that does not suck to your large accounts customers and you might see them signing new support contracts instead of not renewing the existing ones.
Right now, being treated just like John Doe who just bought his Inkjet at Carrefour (make that Tesco or Walmart depending on where you live), by the same people with the same technical expertise when you sign support contracts amounting to 6-digit figures (in Euros) per year is no longer acceptable.
HP's tech support, especially for the server blade line of products, has really being going down the drain.