[nefitty]

Contact centers for software services like this are usually implored, or given specific language on how to deal with user-reported bugs. They’re trained not to admit a bug exists because that implies that the company is at fault. In most cases, this makes sense, as a majority of “bugs” are user-caused problems. In the edge cases where there really is a bug though, users can end up in these kafkaesque dungeons of unresolved problems that they have no control over. The company still benefits in the end as they never admitted fault and the user affected will probably give up sooner than the company gets the ticket resolved.

[artoonie]

Exactly! That's why it took me (the guy in the article) so many phone calls and emails with Uber before somebody admitted the bug - and I got it on tape (with their consent). Must have spent five hours dealing with support before they admitted it.

I would love if Uber trained and trusted their support staff to identify real bugs, and to escalate appropriately...I was so tempted to just go on LinkedIn, find some engineers, and message them directly.

[sova]

praiseworthy and apt use of "kafkaesque"