The worse SaaS are the ones where it's almost impossible to get through to a developer even with a very technical issue. Nearly all SaaS customer service suck! I've dealt with so many this year, I nearly almost have to circumvent the CS reps by finding someone on twitter or emailing security/ceo@. Sure have dedicated CS resps, but I imagine it's whining entitled developers like this that encourage a fear of escalation environment.

Stop thinking your beyond speaking to customers