Frustrating and unhelpful call centre

I had a product quality issue with a Dash delivery today, with two options given on the "Help" menu. Call centre/ or email. ( Checkers 60sixty allows you to report quality issues straight from the phone ).

After 20 frustrating minutes on a call, being transferred from one agent to another, agents not being able to pull up my details - I eventually asked for a supervisor - and his response was that I should email the photo of the product issue.

What is the point of advertising call centre help as the first option, if it just ends up going to email anyway.

I user Checkers 60sixty and Woolies Dash deliveries for variety - but I'll just stick to 60sixty from now on, as their customer service works.