On JS I have complained, bitterly, several times about the totally crap customer service afforded to those of us who elected to purchase their Dell laptop extended warranty in-home service contract.
Hold times of over an hour were not uncommon. Finding a tech who was fluent in English was.
Imagine the brainstorming session recently. "Hey guys, we are getting thousands of complaints about our customer service being crap. How should we improve it?"
"Well, how about we turn it into a marketing tool, and we now sell "premium" customer service with guaranteed answering in two minutes and service center in North America"?