Not just phone support, even places that have a physical presence or storefront are almost completely useless. Many times all the customer support representative does is update a "trouble ticket" on the automated computer system.
I've seen mailed letters from companies that say nothing more than: "Thank you for writing to us about issue ABC, issue ABC has been assigned case number XYZ, we will reach out again within XX days, please refer to ticket number XYZ when contacting the company." Then when you visit the physical bank or government DMV they tell you to go back home and wait to receive your driver's license or debit/credit card replacement.
The local plumber that supports my neighbor has an office about a block from my home yet if you call the number it's routed to some answering service three states away and the plumber never answers any phone calls. Then after work is performed, the plumbing company expects you to pay online and never accepts cash. Good luck if you have a customer service issue with the plumbing job or billing because it takes forever to get a hold anyone that can resolve anything.
I've seen mailed letters from companies that say nothing more than: "Thank you for writing to us about issue ABC, issue ABC has been assigned case number XYZ, we will reach out again within XX days, please refer to ticket number XYZ when contacting the company." Then when you visit the physical bank or government DMV they tell you to go back home and wait to receive your driver's license or debit/credit card replacement.
The local plumber that supports my neighbor has an office about a block from my home yet if you call the number it's routed to some answering service three states away and the plumber never answers any phone calls. Then after work is performed, the plumbing company expects you to pay online and never accepts cash. Good luck if you have a customer service issue with the plumbing job or billing because it takes forever to get a hold anyone that can resolve anything.