Like this guy, just a day ago, where someone made a fake listing for his house and they won't answer him. https://www.reddit.com/r/legaladvice/comments/4h5yo0/fl_some...
Maybe it's the Upton Sinclair quote, "It is difficult to get a man to understand something, when his salary depends upon his not understanding it!"
Or it's just the New Economy. Twitter has 2300 employees. Microsoft, hardly the picture of perfect customer service, has almost 120,000. Guess which one you can get on the phone.
You can't get valuations of millions of dollars per employee if you have employees trying to do things like answer complaints. Dealing with complaints is money-losing business, not money-making business.
To me, I feel like you know you're in trouble on an HN thread when someone invokes that Upton Sinclair quote. There are very few conversations you can't shut down with it.