I have needed to call customer service this week and haven't called them for several months. But in the few times i've called lately i've noticed how incredibly slow and tedious the calls are. It didn't used to be like this. They ask for a phone number and then wait, then you say you want to change the email and it takes like 5 minutes. So I finally said, "you know i don't mean to be rude but why is it that every time I give you information it's like 3-5 minutes later that something is happening?" She goes, " well we have a new system and this system basically treats every comment or request like a full case. So in order to change your email, i have to open up a case, type your name, your number, accurately label the case and then write a small paragraph about what I did and that doesn't even include fixing your problem. " She goes on,"then we have to ask you about Easy Care, whether or not you have a log in for the website, maybe even assign a passcode if you don't have one and so for every single one of those things i have to open up a new case and close it while you're on the phone." I'm like, my Lord, why?? She goes, "i actually have no idea, but if we don't we get marked down for every little mistake or wrong word we say." So that explains the scripts! I actually felt sorry for the girl having to do that for every call. She also said that the spiel they say at the end, when I'm trying to get off the phone, she says, "if we don't read that verbatim the entire call is a ZERO." Good God! Well that explains why these calls are taking forever, it makes me not want to call and only call as a last resort if i can't figure it out via the website or the app - OMG! THAT'S EXACTLY WHAT THEY WANT - THEY ARE DOING THIS ON PURPOSE!!!?? HOLY CRAP! Well, i've heard it all now - slow, tedious customer service on purpose so you WON'T call the live agent. Live agents cost them money. Wow, a new low.