What happens then when companies decide to outsource speaking to a human. Each human agent only handles very specific set of things. When you call you are constantly redirected and on hold. Nobody is willing to help you because your specific problem is outside of what they are comfortable with. Nobody cares about customer service because they are just outsourced. People who are working at outsourcing company's are underpaid and don't care much about any individual customer. In order to keep you from giving them a bad review/comment they just transfer you.

For instance I had an issue with my phone, I had to call support. I got redirected to 5 agents at 3 different companies before I finally started getting anywhere. Note some of those agents even gave me the wrong phone number and basically ended up taking me to some random unrelated companies. The end result was to start doing things over email (basically same as ticketing). After hours of phone calls and even longer on hold I'm finally (maybe) getting somewhere using emails. Still haven't gotten to the destination but maybe I will soon