why is support staff so poorly trained?

[Kristin1375]

how many times can we hear "im sorry, i understand, and rest assured i am going to resolve the issue" only to then be ignored, misunderstood, transferred to some vague department and then altogether forgotten about? why is the first line of support do so incompetent?

[Gwen386]

Unfortunately, it is outsourced and most likely understaffed. 

[Huma0]

@Kristin1375 

This is why:

https://www.propublica.org/article/meet-the-customer-service-reps-for-disney-and-airbnb-who-have-to-...

[Basha0]

@Huma0  Thank you for forwarding the link to that article. Explains so much. I wish there was a way to request to actually speak to a company employee rather than these “reps “