Thank you @allthingsjoe. Excellent review. I have been an eBay seller for some time and have noticed their own market domination lead to similar customer service practices.
I have heard (but cannot confirm), that Ebay will quietly open a cutomer servie hotlines (required by law in most countires), deliberately make it diffcult to get through to (requiring pin numbers and lengthy options menus), and then have a similar process of "escalation" which makes it virtually impossible to get anywhere. All this to cut down the cost of providing customer service. (no disrespect intended to your previous position. I'm sure you did the best you could with the tools the company were giving you).
I spent 2 years in Sri Lanka setting up a call centre for an Aussie company. We opened 24x7, had an average wait time of less than 60 seconds, and ALL customer complaints and recommendations were escalated to be reviewed (many of which were presented to the board at weekly meetings). Customer input is GOLD, it would do the big guys well to remember that. Upvoted and Resteemed for greater community awareness.
No disrespect taken @Beachbuminvestor I think it's just sad what these tech companies are doing. I mean.. You're right! They are! they make it intentionally difficult Apple actually introduced a self service app to "Allow" Customers to service their own issues... Reality is they're just preparing for the future downsizing of human support to electronic/app based support (But right now they're letting employees think that its for their benefit). Also rumor has it that they will soon make all repairs and in store (same day swaps) go away and all repairs will be through the mail... How does that help the customer? like i said Apple is dead... smh Thanks for your comment !