ITT: People who don't understand how call centers work. It is very rare for companies the size of Sony to maintain their own call centers for frontline customer support. They contract with a call center to run a campaign for them. For these call centers, the huge campaigns are their life blood, and they won't do anything to upset the client. Your complaints are very likely not being passed on. Furthermore, the candidate pool for call centers is anyone desperate enough to work in a call center. The amount of homeless agents is high enough that scabies and bed bugs are a common problem on-shore. So, by calling and being abusive to a CS agent, there's a decent chance you're abusing a homeless person for absolutely no benefit. The only reason Sony cares is because turnover from abuse and tied up agents costs money.