It is always a mix of incompetence and malice for corporates. Malice is the part of infinite profit system. The economic system pushes malicious people up who a

It is always a mix of incompetence and malice for corporates. Malice is the part of infinite profit system. The economic system pushes malicious people up who are under the pressure of more malicious ones to increase profits. Most of the time their core competency isn't delivering the best results to a customer but to the management. Competent people are expensive to keep and maintain. Creating competent systems to handle support cases is even more so. They are usually easy targets to enable profits by cutting "costs". Therefore incompetent but cheap workforce, who is forced to work under high pressure and incompetently designed structures, is hired.