It seems like customer service/PR/UX has really taken a nosedive since the start of COVID or maybe 2022. The pendulum seems to be swinging from "the customer is always right" to "give me your money, shut the fuck up, and go away until I want your money again."

Gorhill threw in the towel on uBOL after dealing with repeated bullshit from Mozilla, from the sounds of it. Multiple reviews, multiple people not understanding what the most famous FF extension in the world does, multiple appeals.

Personally, in just the past month, USPS has dropped active email conversations twice; a vendor I use often at work has disabled important web pages and there's utter silence from their support email; Verizon is deprecating their messaging app in a month and I learned this through reddit; and my bank returned a canned response to an issue I raised two months ago.

I remember a comment on this site from several months ago from someone who worked in customer service who shared a list of things that deprioritize you in a company's eyes, but it sounded like if you express the least bit of frustration at a bad experience, it goes on your permanent record. Companies, however, are allowed to shaft you however they please.