Product Feedback

The thread highlights widespread dissatisfaction with modern customer support, emphasizing that calls to support typically arise only after all other options fail and often involve complex problems that require human intervention. The original poster notes that frontline agents are usually underpowered, scripted, and disconnected from technical realities, acting more as gatekeepers than problem solvers. A rare positive example from Comcast is shared, demonstrating that empowered support can lead to effective problem resolution. The consensus underscores customer support as a system primarily designed to minimize cost and legal risk rather than to genuinely assist customers, suggesting a need to rethink empowerment and competence in support roles.