I totally agree. I had it a few times in which someone calls me, rips me out of my thoughs, we discuss something, hang up and I have nothing retained from what we talked about. Or, even better, someone says something on a call and I do that and then they never said anything about that.
Even worse, I can't listen to the conversation in 1-2 weeks because that is the time I could actually work on it and remember every detail that we talked about.
Now I am strictly going with emails. Sure they can call me and we talk about the feasibility or discuss possible solutions but any request for implementation has to happen either over an email of which I then create a ticket/issue or they create one directly themselves.
That way I can prove that what I implemented was based on what was requested and if that was wrong then the request wasn't clear enough.
Wrote this in a different thread but the way PlayStation handles this...
Password reset is limited to 30 characters. Login isn't.
That would be fine if the password rules on reset would actually mention this and not just cut off the password at 30 characters without telling you that it is too long. So I generated the password used that on reset, saved it, login wrong...
I couldn't login to my PlayStation account because my 32 characters long password saved in my bitwarden vault wasn't correct.
Even worse, on the first support request I was basically told "looks fine on our side, bye".