Everytime I get a small problem with a company, I call them. I don’t go through their website for help all of the time (on some things I do), or attempt to get help via email (waste of time). I want to call them. When I do make the phone call in this amazing 21st Century world, I expect two things to happen: I expect to get a robot talking in my ear, and I expect to hear a person within a reasonable time.