That's very interesting, thanks for sharing your experience.
Re: youtube clips. I don't do that, but when I call a customer service to complain and ask for a change that I know will not be well received (e.g. cancel cable) I always start the conversation by saying that I am recording the conversation on my side. And to "confirm" what you wrote, it's not unusual that after exposing my problem/demand I'm put on hold for 5/10 minutes while the employee is fetching the "domain expert to help with my problem".
Re: youtube clips. I don't do that, but when I call a customer service to complain and ask for a change that I know will not be well received (e.g. cancel cable) I always start the conversation by saying that I am recording the conversation on my side. And to "confirm" what you wrote, it's not unusual that after exposing my problem/demand I'm put on hold for 5/10 minutes while the employee is fetching the "domain expert to help with my problem".