Horrible Customer Service

I will give a 2 star rating primarily because the website is pretty good. For actual customer service where one has to interact with a human, they are horrible and incredibly arrogant. I do find that once you launch a complaint that senior staff can be helpful. However, the fact that nearly every interaction needs to reach a complaint before polite efficient service is provided is not only awful, but must be a terrible burden on managers time. Why are the line staff so awful? They behave like colonial overseers!