Yet another example of justice for me, but not for thee.
A smaller content creator might not have even overturned a false DMCA claim, let alone get information about the copyright troll submitting it.
You can pre-pay $50/hour (in 30 minute increments) for live human access that can fix your problem. The fee is paid no matter whose fault it is -- it's basically a "competent, in-your-country, rep fair wage fee". How much take up would there be? Would that fix the complaints with these free services not offering support?
The goal of the company charging for support (directly or indirectly through purchases) is to collect the support payment WITHOUT having to turn around and spend it on paying someone to solve problems.
It's very much in the company's financial best interest to not have problems.
On the steelmaning your argument side, there is definitely an argument for "common carrier" status for a lot of web technologies. This would guarantee universal access, fixed prices (either dollars or amount of data collected), and due process for disconnects. Governments could also mandate real ids with each account (therefore drastically reducing fraud and abuse in the first case).
I dare you to try and contact them when you have an issue with your Google account.
In the YouTube DMCA process, they always, 100% restore your video if you submit a DMCA counterclaim. It'll only stay down if the claimant informs YouTube they are pursuing a lawsuit against you.
> let alone get information about the copyright troll submitting it.
You receive the full information of the copyright holder if you receive a DMCA takedown. You obviously don't get IP log information unless you subpoena Google, though.
That’s not exactly helpful if it’s a fraudulent claim.
> While Bungie’s legal department, management, and executives were attempting to negotiate the byzantine procedural labyrinth Google required before it would address the fraud Minor was committing, let alone identify him to Bungie, Minor was gloating, confessing, and threatening
I'm guessing there was something more going on here...
If you serve them with a subpoena your lawyer will get a prompt phone call from a real human. That’s the point.