Ask HN: Has Uber CS gotten a lot worse?

Uber CS used to be responsive and helpful.

Nowadays, responses to customer service tickets have been copy and paste boilerplate that only remotely address the issue.

i.e. Today I contested a wait fee, and immediately got a boilerplate "what is a wait fee - a wait fee is ______" response, with the ticket being automarked as resolved. Responding to that elicits further boilerplate.