No one is saying the call center is perfect. But it's important to keep in mind sheer numbers. Based just on the length of day and number of agents, there are a few hundred thousand calls taken every day. If even 1% of those result in a misunderstanding or outright incorrect answer, that will seem like a lot when they come into stores, but it's still a small percentage of handled calls.

The reality is that every call is recorded, and a good number of them are checked for quality and accuracy. It's not like customers who've gone to the stores don't call back, after all. Yeah, call center agents have call time goals, but they don't have to lie to keep those down. They just provide an answer, and if the customer doesn't like that, they hang up.

The reality is that many stores have managers who often get into the mindset that playing loose with the truth, if not outright lying, financially benefits them. If not in terms of bonuses, then in meeting sales goals to keep their job. This spills over to the floor employees. And then when the customer wants a refund for their missold Totaltech, they're told to call the call center.

So, really, there are bad instances on both sides, and both sides need to understand this. I can appreciate how frustrating it is for the call center employees here to see the multiple "all call center employees suck" complaints here from store employees as it does get one-sided.