Part of it, for me, also seems to be an increasing desire to prevent customers from solving their own problems or even admitting fault. In a discussion regardin

Part of it, for me, also seems to be an increasing desire to prevent customers from solving their own problems or even admitting fault. In a discussion regarding using AI chat bots to handle the easier customer service requests, someone pointed that if the questions are simple enough that the bot can do it, then it could just have been an online form. Many companies don't even want to do that, they'll refer to self service, but not actually provide it for anything that might be an expense. About a year ago I had to contact customer service, because my internet was out, so was the internet for 400 of other homes in the area. The ISP did nothing to provide any information, no status page, nor did they in fact know that there was an issue, to customer service these where 400 separate calls. Every single person could sit in a 3 hour queue to inform customer service about the exact same issue. This could easily have been a button on their website saying: "Hey my fiber is down" or an update status page. If you can't do customer service correctly, then you either have to many customers, or to many products (complex products). Funny enough, there always seems to be time to attempt an up-sell. "Would you like to hear about our streaming package" .... Dude, I just told you, my fiber connection has been down for two weeks, I'm calling because your status page is giving me no information, right now might not be the best time.