Yeah, that one is suspect.

Having submitted a number of “product breaking bug reports” through official channels while using a paid support incident, can confirm Kafkaesque and a multi year support process.

Oh, I can get a person to “respond” to a problem with a paid support incident. But the person responding is clearly hired only based on their ability to respond to an English email, once a week, with either, “thank you, I will forward that to our engineering team” or “thank you for your patience, our engineers are still looking into that issue.”

Severity, impact, paid support, none of that matters. Heck, it’s impossible to tell if it’s an actual person or just a sophisticated shell script.