Man fights an AI chatbot for several minutes over a Rs 820 refund, here's why he says the bot won

A customer's attempt to secure a Rs 820 refund turned into a frustrating 20-minute exchange with an automated support system, after which he claimed the chatbot ultimately outlasted him rather than resolving his complaint, according to a LinkedIn post that has since drawn wide attention.

Customer describes struggle with automated support

Sharing his experience on LinkedIn, Swapnil Gupta wrote that he had spent 20 minutes engaging with an AI system over the refund, adding that the bot prevailed not because it was correct but because it was built to wear him down. He explained that after receiving an incorrect order, he opened the app and selected the help option in hopes of resolving the matter, only to be met with repetitive automated responses such as assurances that his concern was understood and being handled.

No access to human representative

Gupta expressed his frustration at being asked if there was anything else the system could help with, despite having received no actual resolution. He noted that there was no option to reach an agent, no contact number, and no human support available anywhere in the process.

AI not the issue, lack of escalation is

Clarifying his stance on AI powered customer support, Gupta said the technology itself was not at fault, but rather the absence of an easy path to human assistance. He stated that AI functioning as support is not problematic, but AI being the only available option is. He suggested that companies could rely on AI to manage routine queries while still ensuring customers have quick access to a human representative whenever needed.

Other users share similar frustrations

The post drew several responses from users recounting comparable experiences. One user remarked that AI works well as an initial point of contact but should not act as the final decision maker, adding that the option to escalate to a human should be a standard feature rather than something difficult to locate. Another commented that effective support is measured not by the volume of chats handled but by the trust it preserves, noting that AI should ease customer effort without reducing accountability.

A separate user recalled giving up on food delivery apps altogether after repeated frustrating experiences, choosing instead to visit restaurants directly. Another response pointed out that companies rarely track how many customers stop using their services entirely following unsatisfactory support interactions.

As more companies adopt AI driven customer service, a number of users have voiced the view that a straightforward option to connect with a human representative should remain available when issues cannot be resolved through automation.

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