The structure that frustrates everyone
You email a request. It becomes a ticket. The ticket goes to whoever is available, who does not know your business, and asks a clarifying question you already answered twice this year. Three days later something adjacent to what you wanted happens.
Nobody in that chain is incompetent. The structure is doing exactly what it was designed to do, which is distribute work efficiently for the provider.
What context is worth
A person who knows that your slow month is February, that your best offer is the tune-up, that the phone gets answered by one person until noon, and that you serve three counties but only want two of them advertised — that person executes a vague request correctly.
Without that context, every request has to be fully specified, and the specifying is your work.
The two failure modes to avoid
A queue with no owner: fast to staff, no memory, endless re-explaining.
A single point of contact who cannot actually do anything: pleasant, responsive, and required to escalate every change. This is worse in some ways, because it feels like service while adding a relay step.
What you want is one named person with both context and authority to change things.
How to test for it before signing
Ask who your contact is by name, what they can change without escalating, and who covers them when they are away.
Then ask a small technical question during the sales process and see whether the answer comes from the person you are talking to or from someone behind them.