Oh oh time to commiserate. I reported a software problem with a QNAP NAS to their tech support. I dug out the logs (that weren't included with their 'official'

Oh oh time to commiserate. I reported a software problem with a QNAP NAS to their tech support. I dug out the logs (that weren't included with their 'official' diagnostics tool, these were logs somewhere deep down in an undocumented directory for which you had to set an environment variable for them to actually be generated). Those logs included stack traces from their Python code, complete with the name and description which essentially said 'socked timed out'. I described why the issue was happening (including links to the documentation of the 3rd party service they are integrating with, as well as quotes from tech support of that 3rd party company saying what the issue is). I then went on to describe how to reproduce, and under which circumstances it can be reproduced; complete with a high-level conceptual description of how things fit together. The response? 'Could you please send a video showing when the problem happens'. bangs head on desk