I've yet to find any company selling to consumers with any knowledgeable customer service by phone. Even vaunted Amazon
couldn't diagnose a trivial usage problem with a Kindle, nothing wrong with it, and had no knowledge of procedures for using WiFi hotspots. Recently bought a monitor and found that with HDMI outputs on systems, the video defaults to overscan wanted by TV's, and has to be adjusted for monitors which don't like it -- neither the monitor company nor its distributor or retailer had the slightest knowledge of this. A new modem acquired for AT&T wasn't set up properly and customer service had no clue as to the meaning of any options in its menu.
The only service I think Neato offers is that if you have a service plan, at the drop of a hat they will exchange it for a refurbed unit, with no interest in any particulars. It's all covered by an insurance contract and the premiums were paid, so who cares.
There used be a significant difference between service from Dell under professional contracts for commercial applications, and for home use. There still may be technical service in business contexts. And maybe hired services like the Geek Squad and all their competitors have some expertise. Even Apple retail stores have been noted as being pretty ignorant these days.
I think some surveys have shown a broad drop in consumer satisfaction with customer service just about everywhere. Cell phone providers remain at the top of the frustration list.