In a seller-buyer relationship, the customer is equal partner in the welfare of the continuityof the business - as he /she comes to complain point out drawbacks etc in the service so that the service provider is put on alert, but does it really happen if not , why not close these helplines which are worthless for functioning and raise the cost of service ??
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Most companies treat their service department as an expenditure item since it does not bring direct income . Hence the negligence . The service department exists as name sake and the management hardly pay much attention to it. That is why high level of dissatisfaction prevails among the customers . Very few companies have real and correct attitudes towards service department . That precisely is the status in india today, unfortunately .Even high end market like cars costing more than ten lakhs , the service in not satisfactory .Few industries like Stars hotels , foreign airlines do provide excellent service for the costly tariff they charge .