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> Why is a phone the gold standard for support?

It's not so much "on the phone", as "talking to an actual human being whose job it is to help solve problems like mine". The 'phone' part of it is mostly incidental, although obviously it works better than typing for people who aren't as comfortable with keyboards.

That makes sense. I mean, I'm also frustrated by the inhuman and inhumane support provided by companies like Google, Amazon, PayPal, etc. I just don't like that the thing people fixate on is whether you can call the company. You can call Comcast on the phone, but nobody is going to say Comcast has good customer service.

Even for non-technical, non-complicated stuff, where going off-script isn't a concern, it's still such a tedious waste of time to have to call someone. I get angry at T-Mobile about once every couple of months (I've got a complicated and expensive mobile broadband habit, spread across two providers, so I spend a lot of time fiddling with my mobile data plans), because their website often won't let me change service without talking to a human.

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