I for instance bought "Assure Software Support" at $99 a year to try to get support for an unrelated (usb-c dock) issue. And there seemed to be no way to actually use it, and I just gave up, resentful that I paid Microsoft a support fee.
I had a problem at work with Microsoft X.509 certificate management. I even found the reasonably capable, actual decision-making person who did X.509 at a conference, and he was pretty clear: nothing I said to him there, or in any other forum was going to change pace inside the company on the problem at hand. (he did point out it affected the DoD so I was somewhat assured it was going to get fixed)
OTOH when it was pointed out how badly Microsofts TCP implementation behaved, they did make changes. So "it depends"
The only downside imo is we (engineers) cannot directly respond to a end-user feedback.