Yeah I was in the wrong for sure, I am not qualified to be a customer support rep and I was a web dev at that job who picked up the slack for an infilled position. I was just trying trying to explain that dehumanization goes both ways and that is why CS is such a crappy field in almost every aspect.

As frustrated as we get with these systems we have to remember there’s a human on the other side and no one wants to be engaging with each other + most companies don’t have CS to actually help anyone they do so to check of a box and prevent any potential legal issues from popping up. In a lot of places, especially commerce related, those you speak to don’t even have many/any tools to resolve your complaint. The job is quite literally being a punching bag, if you manage to help someone that’s little more than a nice to have.