>Customers would buy products with customer service that actually solved their problem instead. I have never seen customer service come up during a purchasing

>Customers would buy products with customer service that actually solved their problem instead. I have never seen customer service come up during a purchasing discussion outside of large corporate purchases. It's pretty firmly a "cost center" that MBAs try to optimize into being as cheap as possible. It is simply cheaper to outsource your support and make it obtuse/difficult to reach a person, basically only fulfilling the absolute bare minimum to not get sued.