Conversation

My general impression, after years in the IT industry, is that customers are a pain in the rear end, and you must interact with them as little as possible.

This, I suspect, is the reason that no one at customer service can offer any service. Customer service is there to shield everyone in the company from having to actually interact with the customers.

In fact, to make absolutely sure that it can't happen, customer service is usually in a completely different country.