About 5 years ago I worked in a support call centre for the old Cingular wireless in the US. The job was horrible, absolutely soul crushing. Going off script gets you in trouble. All customer questions had to be entered into their slow as molasses database, no exceptions. Even if you know the answer if they didn't see your mouse open it you got dinged marks (yes they remotely record the screen as well as the call). Training was kept minimal. I remember when the iphone first came out, the training session to explain the new systems JUST for that phone were woefully insufficient. Most of just prayed we didn't get a call from an iphone customer. Ultimately your reduced to an automaton designed to warm a chair.
I try to keep that experience in mind when dealing with annoying support departments. Certainly there are bad people out there but the majority of issues are going to be the managers designing the system, not the end rep. Hell I even feel sorry for them.