This is so true. I work on a service desk in my day job, and I'm one of those mad people who has a passion for providing amazing service support and delivery.

This is so true. I work on a service desk in my day job, and I'm one of those mad people who has a passion for providing amazing service support and delivery. I thought it would have been common sense that if your product is subscription (or equivalent) based, your customer support service is how you ensure that people stay with you and recommend you to others. Yet it feels like every time I have to call some customer service line, I find myself concerned for my industry as a whole. With one of my own utility providers, the only way to get actual help is to threaten to cancel my contract, and I'm sure this is a common experience.