Yeah but at a large company the ratings don't matter too much in the end because it ends up being a spreadsheet game focused on hiring for the lowest cost while

Yeah but at a large company the ratings don't matter too much in the end because it ends up being a spreadsheet game focused on hiring for the lowest cost while maintaining a level of support that's barely 1 notch above "horrible support". So if you end up hiring someone who produces a bunch of 1-2 star ratings, you just fire them and try again with someone else until you get someone who produces mostly 3s+. In the end you would think this would result in better support but it never does. You just end up turning over a lot of support employees, and the user experience for the customer is still bad because you need to first get through a robot menu, then talk to an entry level support who will happily let you pour your soul out on the details of the problem for 5 minutes, and then at the end they are like "oh, I can't do that, but I can forward you to someone who can". And now you get to be put on hold again, anticipating by coincidence you'll probably lose the connection, and if you're lucky now you get someone who is capable of understanding the problem and you get to re-tell the whole situation again. Before you know it, with wait times included you're 20 minutes into this and you just barely got to the point where you might get help for the issue. Businesses could solve this problem, but they don't. Instead of hiring better support folks for more money, they put the burden on the customer to have to wade through a bunch of BS and essentially train their entry level support for free -- and it's worse than free too because you're paying that company money for their service and you're trading time from your life to do it.