[refulgentis]

I understand this position but after going from support-intensive startup to FAANG, the difference is scale subtly tipping the balance in small ways.

There's no equivalent for "overhearing a customer problem" at FAANG scale.

It would be dramatically inefficient for software engineers / product managers / those implementing functionality to triage all support tickets.

About 0.5% of support tickets are interesting enough to be a case study the way this user has offered. At both large and small scale.

[lotsofpulp]

> at FAANG scale and it would be dramatically inefficient for software engineers / product managers / those implementing functionality to triage all support tickets

In other words, human labor would be too costly. It not a FAANG thing either, the government does it just as well as most other big entities that are betting they can let some problems slip through without too much loss.

[djbusby]

Not too costly, just cuts into CxO salary, shareholders value and stuff. The line must go up!

[refulgentis]

There, trivially, aren't enough software engineers on the planet to assign one to every incoming support inquiry.

[lotsofpulp]

Not all problems require software engineers. Just having someone to filter the appropriate problem to the appropriate person is sufficient. For example,

> but also slashed our corporate card limits with no explanation and refused to restore them despite our bank writing letters supporting our position.

Even a response stating “we do not have the capacity to resolve your issue” is acceptable.

Getting black holed or wasting hours of customers’ time in phone trees and getting passed around is not acceptable.

[seb1204]

While I agree with your comment I'm not sure how I would feel receiving such a message as a paying customer.

[etiennebausson]

Would you feel better being passed around for hours, with the same result? If they can't solve the issue, I would rather know it early and move on.