My Ebike Delivery Went Missing. When I Tried to Recover It, I Ended Up in Chatbot Hell
A consumer whose e-bike delivery went missing found that the company's AI-powered customer service system was unable to resolve the problem, leaving the issue unaddressed despite repeated attempts. The experience reflects a broader pattern of businesses replacing human support staff with automated systems that struggle with anything outside a narrow range of routine requests.
Why this matters: When something goes wrong, you need a person who can actually fix it. More companies are deploying chatbots not because they solve problems better, but because they cost less. The result is a system designed to close tickets, not help people. If your package disappears, your account gets locked, or your order is wrong, you are now often blocked from reaching anyone with the authority to act. That is not a customer service upgrade. It is a way of making accountability harder to reach.
Who should care: General readers · AI governance · Policy
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