I’ve had a very different experience with email support. It is often clear from the reply that the person didn’t even read my email. I’ll often say, “I’ve already tried x as described in your online help and it gave me the following error: <copy/pasted text of the exact error message>.” Then I’ll get a reply, “You need to try x.” I can’t count the number of times I’ve responded to email customer support with “Did you even read what I wrote? As I said, I already tried that and it did not work.” It’s incredibly frustrating because it just feels like a delaying tactic, and you wait, sometimes another 24 hours (or more), before you get to the actual answer (if it comes at all).

I think what this says is that most customer support is just awful all around.