One reason they do it is they can automate it.Why would a major business attempt to conduct business via TEXT?!? I don't blame this guy for being pissed - texting is great for teenagers, and "I'm almost there" type messages, but anything beyond that needs to go to voice or email!
It is becoming a norm.
I can't say that I agree with it in all cases and especially as an outbound contact.
My phone got to the point that I was on it ten thousand minutes a month.
so I made the decision to quit answering it and have a message that you can reach me by text or you can contact my assistant and he will relay the message.
I doubled my work output and tripled my business profitability.
Because I could get off the phone and watch what was going on... Occasionally lose a potential client because of it but the better care we take care of our existing clients is far worth it.