<< I am not sure if you ever sent a complaint letter to a bank or similar regulated institution. > We are talking about support, not complaint. Those are very different letters.

Are you suggesting I should sent a complaint about the support to TMobile to get it in line with my expectations? That I can do.

<< For all practical purposes the state of the world is encoded into the universe. Relaying that state does not require emotion to carry into the message. If I exclaim 1+1=2, what emotion can you extract from that? The motivation for suggesting that 1+1=2 requires emotion to be present internally, but those emotions do not leak into the information presented.

I will need to sleep on that. Something feels off about the argument, but I can't put a finger on it.

<< Ultimately, what's really so different between Twitter and a phone call other than the exact bit arrangement that goes down the wire?

If it is all just 'pipes' and phones and Twitter is in the same category, then the difference is that it is a different company. That is more of a reason for customer to not be happy over contracting with company A, but being directed to unrelated company B for actual service.