Except the customer doesn't have a choice
Working for a government organisation here in France, which has tens of millions euros in HP gear, from basic desktops to Superdomes and huge blade farms. We've seen pretty much all the support services we pay for being outsourced to Tunisia and India, and HP certainly didn't ask whether we were happy with that or not. It has started with the call handling facilities for h/w repairs, but now the whole tech support for their Intel line of product has moved to Tunisia. And it really sucks. The level of expertise and experience of the people we now deal with has dropped dramatically. I've more or less entirely given up opening calls for software support because software support has become completely useless. Repairs are a nightmare, with qualification being plain wrong more than 50% of the time. I sometimes end up fighting with people on the phone because I know what part needs to be replaced better than they do, but they insist on ordering the wrong ones.
Switching vendors? Sure, that might eventually happen, but the whole infrastructure currently is HP, when all the people are trained to HP's hardware, to their software, that would cost a whole lot. So our only recourse now is applying penalties to them when they fail to deliver to the terms of the support contracts.
As far as I'm concerned, HP can die. Their abysmal quality of support has costed me too many hours of sleep (among other things).