Support teams are often misunderstood as being unhelpful or uncaring, but the author of this text argues that they genuinely want to help customers. The journey begins with a customer experiencing frustration and anxiety when their issue goes unsolved, leading to patience being a virtue in these situations. To avoid making the situation worse, customers should not send multiple emails, as it can increase wait times and make the support team's queue more complicated. Customers should also keep all relevant information in one thread, rather than creating separate threads for similar issues. The author emphasizes that support teams are made up of humans who want to help, but may need assistance from the customer to solve complex problems. They encourage customers to be kind and empathetic towards their support representatives, as they are also human beings. When rating a support experience, customers should focus on the person they interacted with, not just the product or issue at hand. The author concludes that by providing constructive feedback, customers can influence the future support experience and help refine the process for everyone involved.