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> If they wanted to provide good, user-friendly customer support, they would

Has this been your experience with PayPal?

They marked my account as hacked (it wasn't), and the first two submissions of a photo of my driver's license from my phone were rejected... not until the third time after calling the third operator was like.. yep, that's a driver's license with your name on it.

That's not even close to the worst stories I've heard... like running Rippa through the ringer.

Offshore support is unloved and powerless. They can't and won't fix any issue. They exist to fulfill the obligation to provide support in the cheapest form possible.

Fair enough, maybe "outsourced" would be a better way to put it. Basically they want support to cost them as little as possible and do not particularly care whether it actually offers any useful help to customers.

More specifically, their support cannot actually do anything to resolve problems. They read off what their computer screen is telling them. They can't take any actions to fix things.

Because it's offshore so it would be cheap, which already provides a metric that is being optimized.