SharkTank relates a humorous support incident, where a caller has to lie in order to get support. It's posted as a funny anecdote, but it's actually an illustration of what happens when you ship support to a third party - to manage it, you apply a script and rules. That keeps costs low, but it torques off customers.

The amazing thing is this: everyone mouths the idea that it's easier to sell an existing customer than a new prospect, but then thye go out and act as if the goal is to treat the existing customer like a musroom - in the dark, and covered with manure. As word of mouth PR spreads, leaving existing customers with a bad taste in their mouth is just going to get stupider and stupider.