[gdulli]

Perhaps most of what sucks right now is downstream from the advent of the technology and business model that allows companies to scale their users to the point where it's impossible to handle their customer service needs with actual people. Automation of human judgment isn't getting better, just cheaper and more convenient for the operator who's insulated from its failures anyway.

[recursivecaveat]

I feel like that's letting them off a little easy. If it's profitable to provide human support at 10M users, there's no reason it should not be at 30M. Revenue and support calls should scale linearly with user counts. The attraction of replacing all their support employees with one fixed-price chat-bot increases though. So either they were just dumping basically until getting enough market share, or they got greedy.