[jodrellblank]

I think companies deliberately and abusively do this, use front line support staff as human shields from their customers. This isolates the people inside from the consequences of their decisions and the front line will take the brunt of it.

[salawat]

Interestingly, I've chased down an issue before where a company was pulling back from realizing it's primary goal... Because it resulted in too many angry support calls from people who didn't understand the problem space fully.

Bit of an eye opener that.