I'm not sure what the right answer is here. I've had multiple experiences where the customer service human I could talk to had only the same ability I had mysel

I'm not sure what the right answer is here. I've had multiple experiences where the customer service human I could talk to had only the same ability I had myself on the web site. "We've opened a ticket and someone will respond when your ticket pops out of the queue." You also want the humans you talk with to be empowered to actually help you.