It is so frustrating when dealing with businesses that do not own the customer experience they are providing. The world is very full of automation, so once you finally do get a live person on the phone, or in front of you, the last thing you want to hear is this type of disconnect. Successful company cultures are built on the unity and commitment of always assisting the customer with their needs wherever they are in the business. Be the company where every employee is committed to this level of service!