When did HN became a support page for multi-billion companies? It's not that they can't afford to pay people to provide support. Or is this a sort of hidden agreement where if you make more than a billion, you can fire all of your support staff and hope the HN community fixes things for you for free.
Tech just has a disproportionate number of low value customers, but you see it everywhere from flying to freelancing.
Air Canada frequently neglects my queries. As my Dad has status, he never has to wait long to help. I can point to quite a few cases where as an established customer, I got excellent support from certain smaller businesses while my friends didn't even get replies.
Turn a problem into an opportunity.
Big Tech ought to just collectively agree to all start charging $XX-XXX for well-trained, actual human support for really important problems. There's downsides to this, but the really critical issues will actually get addressed.
A low percentage of false positives is not good enough when peoples' livelihoods are at stake.
As to when hn became a support page for this, at a minimum it was several years ago, along with the rest of social media.
How do you think these companies make their billions?
Little or no support staff = customers can't complain = you make profits even when your product is trash.