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> I don't want instant answers. I want right answers, in a timely manner.


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.

Email support makes it too easy to cut-n-paste replies. I've had too many interactions where I spell out a problem - along with resolutions I've tried - and then receive an obvious generic response (Evernote support - looking at you). It can take multiple rounds to resolve the issue, and it's infuriating.

That's very true, but email comes with a written record of everything that's happened so far which makes dealing with that sort of issue a lot simpler. I mean the phone alternative is where you get transferred from dept. to dept., having to re-explain the issue over and over again. I'll take a copy-paste reply over that any day of the week.

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