said by jc100:
I concur on the cost savings, but frustrating the customer is unwise. At some point, the customer, given a choice, will go elsewhere if the people tasked to support are ill equipped to perform their jobs. Therefore, a savings is acquired in the short term only to be lost down the road.
Who cares if you upset the customer? The tech support is all the same so if company A pisses you off, company B will do the same with the same price and equipment. And company C is also doing the same so why even bother?
Face it, customer service is BS and very few people care anymore. Look at the canned response from Charter above. If you could get these idiots to tell the truth about how they really feel, you would get this answer, "We know you have no other choice but us so shut up, pay your bill and deal with it, idiots."