What Happened To Decent Products– And Customer Service?

Is there anything more frustrating than being trapped in an automated phone system when you're trying to get some assistance-- especially about a manufacturing flaw in a product you just purchased? The automated phone system I encountered with this business not only wasted my time, but ultimately couldn't help me at all-- and forced me to send an email for assistance-- which I could have just done in the first place.

My wife and I had purchased a new faucet for our kitchen sink back in April. We installed it ourselves (after a couple trips to the hardware store) and were happy with how  it looked and worked. Until a few weeks ago when we noticed the goose neck spout part (I'm sure that's the correct technical term for it) had come loose from the base.

Suspecting I hadn't installed it correctly, I hauled everything out of the cabinet under the sink, crawled underneath and tightened a few screws that hold the faucet on the counter top, but it didn't solve the problem. After looking at the faucet specs online, there's no way to tighten the piece that has come loose-- it's all enclosed in the base. I read reviews of our same faucet online where other customers had encountered the same problem. And this faucet's not even 6 months old.

So after finding our exact model on the company's website, I called their 800 help number. After going through what seemed like an endless maze of choices, I was finally transferred to the correct department. My wait time was deemed to be "about 2 minutes." I heard that message about 3 times. Finally, when the line picked up, I heard this recording: "We're sorry, our system is experiencing switching problems at this time and cannot take your call. Please call back later."  I nearly threw the phone at the wall, but that would have necessitated ANOTHER call, this time to Apple,  to repair my iPhone. Either way, it was another 15 minutes wasted.

I finally had to fill out this company's email form-- which I could have just done in the first place and saved myself the hassle of calling-- and got a response that said they'd be contacting me within 48 hours.

Should a kitchen faucet REALLY be this complicated?  And should trying to get some help for a poorly-designed product also be this difficult?  It's a wonder some of these big companies stay in business. And unless they really surprise me with a great response via email, it appears this company's customer service phone system performs about as well as their products do!