[mitchdoogle]

Do we know what the UX goals are for the site or what requirements they had? It's really difficult to gauge these things if we don't even know what they're going for.

Personally, there are some things I have found difficult to do (getting a chat going with a customer service agent) and some things that are very easy (checkout process, making a return). It's no surprise to me that they would make it slightly more difficult to find a live person to chat with since they probably want me to exhaust the other automated methods of solving my problem before doing that. Is that bad UX? I don't think so.