Why are we (the customers) waiting for you, who need us to feed you?

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We have helpdesk and customer service in most big companies but are they really helpful? I can say, most of them are not. Their purpose, though, is to make the customers happy. However, this has not been achieved by many of them. Some, will put the customers through so many layers just to get through. They will ask you to press this number and that number in order to make you give up before finally reaching their customer service officers. And some, they will just put you on hold or even argue with you. I've encountered all of these incidents before and I must say, I've stopped using their services since then. In my opinion, if you want to serve the customers better, then have a friendly customer service and a useful one. Don't make us wait for so long because you should be the one respecting our time, not the other way round. Have you encountered something like this before?