The unfortunate reality of many YC companies is that talking to them doesn't solve the issue until it becomes a PR crisis. At that point, the company usually falls all over itself to handle the customer's needs and loudly proclaims that it really wasn't their fault that a customer's complaints somehow went un-addressed for months despite multiple appeals by the customer to multiple employees and executives.

That's something that could be reasonably expected from a mega-corporation which has to deal with multiple layers of bureaucracy, but even in those situations a direct appeal to an executive officer usually gets the issue resolved. Getting the runaround is not something anyone should have to deal with when the company has a handful of employees and minimal, if any, layers of middle management. After all, isn't one of the primary benefits of being a startup supposed to be that the company is more responsive to customer needs?