Perhaps it's because customer support nowadays works in tiers, much like Technical support does ( https://en.wikipedia.org/wiki/Technical_support#Multi-tiered_t

Perhaps it's because customer support nowadays works in tiers, much like Technical support does ( https://en.wikipedia.org/wiki/Technical_support#Multi-tiered_technical_support https://en.wikipedia.org/wiki/Technical_support#Multi-tiered... )? The people that link you to those help articles are doing so because they simply can't do anything else but to escalate - they simply don't know about the inner workings of the system and don't have the permissions to change the data in it. Whereas the developers/maintainers who could do it would be overcome with thousands of such mundane requests to fix the data in some geospatial database, that they can't be bothered to do. Perhaps Uber doesn't even maintain the dataset for addresses themselves either, and is using a service from someone else, like Google. This kind of makes you think that in this complexity of distributed, scalable systems with microservices, message queues and other systems, eventually the complexity will be too much to actually understand and maintain - be it because of a low bus factor and people leaving due to churn rate, or extremely high effort needed for maintenance.