While the Samaritans are much better than some of the other helplines, I have to agree that the service is akin to placing a bandaid over a bullet wound due to the scripted visage the volunteers have to maintain. I don't think it's their fault, they really do think they are performing a good deed and helping people, not truly realizing how unhelpful it is for most.
One time I used the email service and I could tell when they had switched to another volunteer, the typing style and demeanour would change completely, and the new person would be seemingly unaware of what I was saying previously. It didn't feel like a true conversation at all.