I once found a bug in Safari that affected reading LibreOffice's OpenGrok instance on iPads. I reported it to Apple, but eventually I managed to find the radar incident, then I was able to find the WebKit Safari commit where an Apple person fixed it.

I emailed him directly and he very nicely replied, though there wasn't anything he could do.

This all worked outside the Apple support system. Ironically, Apple probably have the best consumer support system out of anyone, and they are still not brilliant.