A properly setup helpdesk negates the need for an Ombudsman. If a tech company cannot get a helpdesk escalation path correct, what makes you think they'll get an Ombudsman scenario correct?
This isn't so dissimilar from the method used in pathology to deliver consistency in results across multiple labs and assay methods. You identify some boundary cases. This is definitely normal, this is definitely cancer but this is borderline, repeat a few times. You replicate and get all the labs to mark your samples. Then you can identify labs (or assay techniques) that aren't reliably putting things in the right categories and demand they improve or stop.
A big part of this is how empowered you make your various levels. The SLAs I've always worked with, created, and worked under measured time on calls and customer satisfaction was always one of the more important measurements.
If a customer is willing to put up 10k to get their issue resolved, it's probably an issue worth resolving.