Nah, that doesn't wash. I can understand a default initial response for 99% of callers (a verbal FAQ as it were), but I do not accept the lack of breaking through. That is because managerial decree has mandated cost-cutting and chosen not to provide any real customer support.

After I exhaust the L1 flowchart I expect some real support. I've done my bit to prove it, I expect them to reply in kind.

The reality is that companies have gone on aggressive cost cutting to maximise profits, and customer support is absolutely included in that.

What next? Shrinkflation is because 99% of people expect smaller portions?

They know getting to L2/L3 support increases costs. Eg applying a refund when legally required, delivering what was contractually agreed etc.

Also, the more we accept people are 'dumb' and dumb down our interactions with them, the dumber everyone will get. Do teachers not need to believe in the capacity of children, lest education totally go to hell?