Customer service
Is that the same customer service Birdseed Airways used to fly a 747 LA-LHR with one engine failed just after departure.
The type of customer service I like is a cold beer packet of nuts and to stay alive to do it again another day!
If in doubt get on the ground to sort out issues it's not right to make some engineer many thousands of miles away make up the captains mind for him.
Bottom line GET ON THE GROUND to fix issues, pilots fly aircraft, engineers fix aircraft.
And yes you are right I am an engineer of 40+ years!!