Why is the support AI chatbot always broken?

Hi everyone, thank you all for taking the time to share your experiences so candidly.
We know that when support becomes a barrier, especially during critical issues, it creates frustration and erodes trust. That is something we take seriously.

We’ve heard the feedback loud and clear. The current chatbot isn’t meeting expectations. We are in the process of replacing it with a more reliable and streamlined solution to make it easier and faster to get help when you need it.

To Cole’s point, it's especially disappointing to hear from long-time users that the support experience no longer feels like the gold standard it once was. We appreciate you holding us to that high bar. Our goal isn’t just to fix process gaps. We are working to rebuild the kind of responsive, high-quality support experience that earned that reputation in the first place.

We’ll continue sharing updates as changes roll out, and your feedback is helping shape those improvements.