I like this idea a lot. Some people below are suggesting that the ombudsman should be the last stop in a support queue if your problem isn't resolved, and that

I like this idea a lot. Some people below are suggesting that the ombudsman should be the last stop in a support queue if your problem isn't resolved, and that makes sense sometimes, but other times you can't wait that long! So, all support systems should have a triage type system with a "nurse" having a constant eye on every new case that comes into the support system. When there's an emergency, such as the one associated with this post, then it should be forwarded to the ombudsman or some other emergency team immediately.