<rant> Maybe the underlying theme of the story is that every tech monstrosity needs a real, live customer service department that contains real, live human beings who have the real, live time & motivation to address the needs of outlying cases. HN has had plenty of stories about people getting screwed over by robo-algorithms at tech monstrosities X, Y, and Z, and coming here to shout into the darkness, hoping that some HN reader can assist, because the tech monstrosity is just a mindless capitalist construct running on autopilot, vacuuming up revenue. </rant>