I want to flag a support experience issue that I think is worth discussing.
I recently ran into a situation where I needed help from support. I submitted a detailed request explaining my circumstances. The AI assistant responded with a generic policy statement that didn’t address anything I wrote. I replied with more context and asked for escalation — and got the exact same response, word for word.
There doesn’t appear to be any mechanism to request human review or escalate beyond the AI. For a product at this price point, that feels like a gap. Even a simple “transfer to human agent” option would go a long way.
I’ve been a loyal user for over six months and this experience has been genuinely discouraging. I’m not looking for the forum to resolve my issue — I’ve followed up through the proper channels. But I think this is worth raising as product feedback:
- The AI support assistant should be able to recognize when a customer’s situation doesn’t fit a standard template and escalate accordingly.
- There should be a visible path to human support, even if it takes longer.
Curious if others have had similar experiences. How did you get it resolved?