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You may find this article has an interesting look at how many companies do their phone support. It really explains how the service got to be so awful. https://www.propublica.org/article/meet-the-customer-service-reps-for-disney-and-airbnb-who-have-to-pay-to-talk-to-you https://www.propublica.org/article/meet-the-customer-service...