Episode 4:
I really get Kana's frustration in this episode, while they were filming. And I guess during last episode, too, but it caught my attention this time.
I am a tech supporter by trade and I always try to provide the best experience I can and strive to solve the issue not just in the moment, but also in a way, that prevent the issue from happening again. Adjust a knowledgebase article, communicate with devs to adjust a tooltip in an app or perhaps with project/product managers to enhance or complete redesign a feature.
Unfortunately, I get extremely few cases of good support myself. Templated answers, responses that imply, that an agent did not even read my message(s), or did that thoughtlessly, or implying that they are simply incompetent. Inability to provide proper timelines, where it should be possible (I do understand that it's not always the case), ghosting... I've experience it all.
To me as a professional, those poor experiences are just... Unacceptable. And yes, often things are like this because the companies do not care for proper tech support personnel and just hire cheap people (which made the memes of Indian support) or try to use chatbots to save money. But... Even if you are do not have experience in the matter or do not want to go "above and beyond", it is still a personal choice not to do your work properly, and in a way, that you as a customer would appreciate. I mean, empathy is one the main skills for any support personnel, technical or not.