[JumpCrisscross]

> ended up getting it resolved via the security panic button which did put me through to a real person who was empathetic to the issue

For both Uber and Lyft this is what I do. Which is wild since the only other company I auto-escalate-to-cancellation with is Comcast.

Waymo isn’t winning because it’s automated. It’s winning because the major players left the premium segment of the market for grabs.

[harmmonica]

Can it be both? Maybe semantics, but a lot of folks are taking Waymo because there's no human driver. Now "no human driver" may now be considered "premium," but saying that automation is not a significant factor doesn't quite ring true. As a single point of reference, the automation is a big part of what makes it attractive to me as a rider, both because there's no human driver (not super critical to my experience, but I prefer being in the car solo) and, more importantly, because of the driving behavior; it just feels like a better driver than most drivers on the road and that's due to the automation.

[RajT88]

Comcast gives you the illusion of being able to talk to a human being if you are persistent enough.

What ends up happening is at some point they send you a link to talk to their support bot and tell you they are hanging up on you.

Threatening cancelation is the only way. The only reason they will not care is because of their captive markets. This is what you get with no competition.