[Genshin Impact] Customer Service calls game bug a 'feature', then reverts to a broken record?

Recently, a Genshin Impact player reported a bug regarding a specific map interaction to customer service, only to be met with dismissive responses. The player shared screenshots in the original post, lamenting that while CS previously insisted the issue was a 'normal game mechanic,' they have now reverted to a broken-record cycle, repeatedly instructing the player to complete the puzzle.

This sparked a heated discussion in the community. Many believe this is yet another instance of outsourced customer support agents being uninformed or intentionally vague. Veteran players pointed out that the area was indeed bugged during the 3.0 version, but in 3.1, the developers added tree roots to the area, effectively turning the 'bug' into an intentional 'puzzle' feature. It's no wonder the CS logic feels inconsistent—shifting from 'this isn't a bug' to 'it's a puzzle'—leaving players both frustrated and amused.

In the comments, users mocked the support staff for the classic 'I don't know, don't ask me' outsourced support style. Some even joked that the CS is now just hiding behind cat-themed reaction images to deflect from their lack of actual assistance.