I used to work on a support desk for a big company. I had a bunch of friends in similar roles at other companies. Fun fact: there are no good support desks. The incentives are all skewed. If a support desk makes the customer happy, it’s giving refunds out. If it’s giving refunds out, it’s costing the company money. If it’s costing the company money, someone in finance or accounting will “fix the problem.” In the case of my company, the fix was: 6 minutes per call, no more. Every call is a sales opportunity, no exceptions. So, people would call in with big, complicated problems, and before I was allowed to help them, I had to try to sell them shit, which pissed them off, got them ranting. This ran out the clock, so then we “accidentally” disconnected. Leather, rinse, repeat. Now, my company sucked, but even the best companies need to limit churn and refunds and deal with a lot of entitled assholes on the support line, so it’s never going to be a great time.