For me, if I've resorted to phone customer service, it means I've already exhausted their FAQs and self service options. As a result it really aggravates me whe

For me, if I've resorted to phone customer service, it means I've already exhausted their FAQs and self service options. As a result it really aggravates me when you play pre-recorded messages reminding that I can return faulty goods within 14 days and have I looked at their FAQs, sales, etc. There's usually not options in the phone tree for things like "You've billed me twice for one dishwasher", as in my latest call. Add to that legally mandated things that companies don't want to do, like replace the pair of headphones where one of the cups stopped playing sound after 7 months. The phone tree will announce their 14 day policy and then suggest contacting the manufacturer otherwise, but there's nowhere to indicate the "You're legally required to replace or refund this so either replace or refund it or I'll see you in small claims". Which I suspect works out for the company, some number of people will give up or not realise small claims is an option or there is a legal obligation on the seller in my country.