Why is customer service so terrible????

I too have spent hours and hours on the phone with major issues.  But I wasted this morning on a small matter--how to dislodge my old high capacity toner cartridge and replace it with the new one?  The instructions accompanying the order were not much help.   And how to return the use and return cartridge when no label was included in the box?

The service department rep didn't want to help me without a service tag number and then he told me my printer was out of warranty and he was supposed to charge me $20!  Really?  A charge to tell me what button I needed to press (which was not on the instructions) in order to replace my $125 cartridge?  When did all these unfriendly changes take place?

Similarly, when I packed up everything to return and noticed there was no return label, I called customer service and went through two rounds of reps trying to get a label, which they told me they had no ability to send to me.  Finally I got a more competent assistant who was able to help, but it still took a very long time.

I have wasted days of my life on the phone with Dell customer service over major issues that were never satisfactorily resolved.  This was a teeny, tiny request and it still took an unreasonably long time and left me extremely aggravated.

I mean, when people start swearing they'll never buy another Dell computer because of dealing with customer service over toner cartridge replacement, you know you've got serious problems.