Coudn't agree more.  Don't blame the agents - I blame this on corporate policy and management.  At the end of the day they simply aren't accountable nor responsible nor care for that matter,

Corporate America - customer care and service is never a primary issue with them.   Small things that make our lives difficult and lose billable time over just not of real interest to them.  No different than most corporations in America - metrics over people.  Sad and shameful.