Customer Service: Is It Dead or Dying?

I am sure we have all had both good and bad customer service experiences. Lately, it seems the bad experiences far out number the good experiences. 

We just had terrible experiences with Marriott over the last two days. We were trying to make a reservation and see how many points we have on our awards membership. The first person who answered couldn’t figure out how to check our history. We ended of call. The second call at least got us the reservation we wanted. The third call proved that the second hotel we wanted a reservation was not where it was said to be on the website. The fourth call got our account password reset but the Marriott representative said he could not tell us our number of points nor our last stay in a Marriott property. Ended that call.