[BazookaMusic]

This makes sense if you consider the size of the product engineering team vs the amount of customers out there. For every engineer there's probably hundreds or thousands of customers. If they had to engage immediately with every support case, there would be zero progress on any other job.

The problem actually comes from the fact that big tech is becoming increasingly cheap on creating good support organizations. Experienced support engineers are fired and replaced with outsourced low-cost inexperienced personnel. In most cases, issues can be resolved or worked around with the help of a support engineer with access to some extra knobs. When those engineers are removed and are replaced with people who act like a pipe for cat to send the customer's stdout to product engineers, you get what you describe.

[kjs3]

I recently had a conversation with a large tech company that went basically "We saved a ton of money by replacing all of tier 1 support with AI chatbots so that the problem can be identified and routed to the correct tier 2 person to triage before it goes to a tier 3 person if it needs to. Next we're replacing all of the tier 2 people and the only time we have to get an expensive human involved are the weirdest/most difficult problems." My reply: "where do tier 3 people come from if they have no experience at tier 1 or 2". Queue the sound of crickets...

[BazookaMusic]

The end goal is to only offer chat bots and thoughts and prayers