Customer Service

I'm kind of unsure about what customer service has turned into. I was trying to get back to Madison after break and my flight got cancelled, so I called customer service. I had to wait on hold for 30 minutes to finally talk to someone, who said they got me on a new flight. Unfortunately I couldn't check in online and I had to go through the process again. I finally ended up in Chicago and missed my flight to Madison so I was told to go to the customer service place. You would think there would be people there waiting behind a desk to help you with your problem. Instead I found a long line of people waiting to try and fix their problems on a row of computers. There was only one woman standing behind the desk to help those who couldn't be helped by a computer, which was a lot of people. I have an espresso machine that broke and I called the company today and instead of talking to someone about the problem, she just asked for my email address to send me a page on Frequently Asked Questions, and told me if that didn't help, I could call back. My idea of customer service used to be an idea of an actual person helping someone with their problems but I guess it's now become more of a computer-person interaction. So what happens when the technology doesn't work?