I used to work at Titan, and I can tell you that the customer service department is awful because they hire people, stick them in a room for a few days or so to binge-train and basically drink from a firehose, and then they throw them into the fire. So, of course they know nothing. They’re also expected to attend dumb meetings with everyone else in the company in which the CEO tracks certain metrics in customer service and then they have to sit through all this info about what’s happening in other departments, as well, taking them away from the phones and emails. When I was first hired into my department, I met a new customer service worker who was an older lady who barely knew how to use her email account. Kind of seems like they hire just anybody, and I was told when I interviewed for my position in a different department that they have a lot of turnover—when I asked why, they were like, “Oh, that’s the customer service department, not us. Customer service is a really hard job”. I believe workers typically last about three months in that department, so it’s hard to get a rep who has been there long enough to know their job well. And then if you want to know why your packages come all screwed up with parts missing and/or the box all messed up? That’s because the CEO approves ideas to spend a lot of the company’s money on all this ridiculous, confusing, half-working technology and even more on marketing-related stuff but won’t invest in higher-quality packing materials for the warehouse. He is far more concerned about marketing, i.e. getting people to Titan’s websites so that they can buy, and how much money Titan is bringing in on a weekly basis, to the point where he attended marketing meetings and just basically took them over from the Marketing Director when I was there. I now work at a small business and we even have better packing materials than Titan does, and we pretty much never have shipping issues or customer service issues.