Seems that these sorts of "policies" & practices strongly contradict Musk's semi-famous directives about crossing company boundaries to get things done, not respecting the chain of command [0,1]
This forces everyone into the same malfunctioning funnel, and it doesn't appear to work for the employees either.
Tons of respect for Musk's accomplishments, but I hope it doesn't go the way of Google which is famous for nonexistent customer support...
[0] "Anyone at Tesla can and should email/talk to anyone else according to what they think is the fastest way to solve a problem for the benefit of the whole company. You can talk to your manager's manager without his permission, you can talk directly to a VP in another dept, you can talk to me, you can talk to anyone without anyone else's permission. Moreover, you should consider yourself obligated to do so until the right thing happens. "
I can't stand it when support is crippled by "policy" - half the time I think they can't either.