Customer BAD Service

Here's the scenario. You call a business and you get transffered from person to person and have to tell the same story over and over agina. It can be any business but it seems to happen with every one of them.
Here's what happen to me recently. I called a computer shop asking if they could install certain software on my computer. For instance, "Hi I was wondering if you could install software "X" on my brand "Z" laptop." The person who answered the phone asks me to hold. Then another person answers the phone, and they say "Hello". I'm expecting that the person who answered the phone has told the next person why I called so I just say "Hello". So they say, "Hello". And I say, "Hello". Finaly they say, "Hello. Can I help you?". So then I realize that I'm going to have to explain all over again. So I say, "Hi I was wondering if you could install software "X" on my brand "Z" laptop.", Which is exactly what I said the first time. So they say, "Can you hold please.". Then the third person answers the phone and they say, "Hello". I'm expecting that the second person I had talked to has told the next person why I called so I just say "Hello". So they say, "Hello". And I say, "Hello". Finaly they say, "Hello. Can I help you?". So then I realize that I'm going to have to explain for the third time. So I say, "Hi I was wondering if you could install software "X" on my brand "Z" laptop.", Which is exactly whay I said the first two times.
But why should a customer have to go through this? Is this, some strange test by business to make sure you really want their help? Couldn't the first person simply have told the second, why I called? Instead of the second person answering the phone, they could have given it to the third person and expalined to them what I wanted. If it had been done that way I would have only had to tell my story once.
I could understand if I was calling a big business that was in a large building with many offices on several floors so that they had to transfer my call from one office to another and they had no way to tell the next person why I was calling. But this was a business where they all worked in the same room and were handing the phone off to each other. And this isn't a once in a while scenario it happen everytime I call any business and I'm handed off from one person to another.
Instead of customer service, it's customer bad service. As in, bad service to the customer.