[alldayeveryday]

> live chat for support is bad

Just this week, I had to reach REI because a package showing as delivered was not actually delivered. The carrier researched the problem and told me that I needed to contact the seller. I clicked Live Chat from REI support page, picked from few menu options, got connected to an agent, and within a few mins had sent me out a new order plus refunded me for one item they no longer had in stock. During the chat I had the option to either elect for a new order, or to have full refund. Being on standby "like a radio operator" allowed quick exchange and resolution. I much preferred this to a phone call or elongated email exchange. My POV is that different people have different tastes/preferences concerning the channels they want to use to receive support. I think it is good when companies offer multiple options.