Upper level management moved support into a model of sales-support. There really has never been a worse idea than trying to upsell to angry people who don't feel like they got their money's worth from you in the first place. It's one thing to recognize the sales of techs when they were necessary to solve a problem, but letting go of techs who are good problem solvers who didn't meet a sales quota is a poor business decision. Ultimately, the quality of the support team suffered, and employee churn in the support department accelerated.