THIS. TIMES. A. MILLION.
Call centers put pressure on employees, especially good ones to wrap up calls quickly to keep their numbers high (because shitty policies result in a ton of people calling) meaning that even if you get a rep who legitimately wants to help you, they are punished in their job if they try too hard to do that (or take too long.)
Sidebar; Maybe this is a generational thing, I hate the phone. I hate being on the phone, I hate using the phone. If I have to talk to sales reps I'd much rather do it over email/in person, but not over the phone.