You describe a specific problem. The reply asks you to clear your browser cache. You explain that the issue is server side and affects all browsers. The next reply asks whether you have tried a different browser.
This is not incompetence. It is a system working as designed.
Why Support Is Built This Way
At scale, support is a cost centre measured in tickets closed per hour. The cheapest way to reduce cost is to answer common problems with prepared responses and only escalate what survives.
So the first line is staffed by people working from scripts, often without server access, rewarded for volume. If your issue matches a script, you get a fast and correct answer. Genuinely, this works for most tickets. If it does not, you enter a loop, because the person replying has no route to the person who could actually help.
The friction is not a bug. Every loop is a ticket someone gives up on, and a ticket abandoned costs less than a ticket escalated.
How To Get Out Of The Loop Faster
Say what you have already ruled out, in the first message. Include the exact error, the time it happened, and the domain. Mention that you have tested from another network and device.
If the reply ignores all of that, do not re-explain. Ask directly for escalation to someone with server access. That phrase often exists as a route in their system even when it is not offered.
The Alternative
Small providers cannot compete on scale and should not try. What we can do is have the person reading your ticket be someone who can also read the server logs.
Sometimes that means waiting a bit longer for a reply, because there are not fifty people on a rota. In exchange, the first answer is usually from someone who has already looked at your account rather than at a script.
We think that is the better trade for a business with a website that matters. It is certainly the one we would want.
