Even companies that are great at building fantastic products and great technical solutions tends to struggle customer service organisations. It seems they always assume that everything fits in to neat little buckets, and require adherence to them. This is true for both Google and Valve (Steam).

Trusting your customer service teams to have a great degree of autonomy in solving issues can sometimes be really important.

It's a shame you never know whether a company has sucky customer service before you buy their services.