What Purpose does Call Centres or Service Desks serve

I purchased a Skyworth TV and the manual not all that helpful. So I mailed them as I want to get as much out of my TV as I can, hence the reason for buying it. So I can't use the Chromecast feature as I'm battling to connect, so what do I do..... I call there Callcentre as what else to do. So the guy tells me send an email and I'll send you the steps, his reply below the 1st time, see below

11) Chrome cast. On the TV select Google play and log into your account. On your mobile phone open the Google app. Type in ok Google, setup my device. From the list select metz 2k tv (715) on the list Follow instructions Try to see if this will work for you

So I try and make sense of the above try it but to no avail, so I mail back, this time his response knocks me off my feet as I take it they his there to provide a service and yet the response below is far from it. Has Covid reduced companies to this as I don't understand it all, why must I google something when Sinotec/Sinoprima hace Call centres, service desks which are there to assist. Coming from Massmart our company does alot of business with your company and how are we supposed to promote sales when this is the response people are getting when battling with there TV's.... see below

good day i recommend to google the question on the internet with your device name and model do not use the tv brand name use ANDROID TV. the net will have more information as when you use the brand name.