Overseas call centers and online chat handled by untrained workers with no incentives seem like clever ways to cut costs during stressful times. What they actually are is scalable engines of annoyance, time-sucking processeses that raise expectations and then totally dash them. Better to not even have a phone number. (You can’t call Google but you don’t want to call Adobe—which one generates more animus—the inability to call, or the promise, unfilled, of respect and thoughtful help?) — Seth Godin