Have you never interacted in a non-business sense with someone who worked customer support? They DO NOT have control of what they tell you. They will get fired real quick if they don't follow the script. Especially someone working the first line of support in a chat box.
So the support person is a glorified bot, but we have to be careful not to hurt it's feelings? Honestly I feel for the support guy, but he represents the company. And companies purposely push their support onto social media platforms like twitter - where exactly are unhappy customers supposed to vent their anger?
It? This is an actual person we are talking about. And most people are perfectly capable of handling a mildly stressful situation without acting like a complete jerk to someone.
Have you never interacted in a non-business sense with someone who worked customer support? They DO NOT have control of what they tell you. They will get fired real quick if they don't follow the script. Especially someone working the first line of support in a chat box.
C'mon man.