"You can try back tomorrow if you'd like =)"

If no higher up is online when the chat occurred, then who exactly are they going to pass it up to?

I think they should have made an effort to solve the issue without the TC being required to follow up themselves (Send it up through the ticket or something like that), however overall it's likely that the GM had no ability to do anything about it and had no one to escalate to at that time.

They can't make notes/files and make contact with the customer/client like any other business? If not, maybe I work for a strange company then.