I mean, the surprise here (to many I suppose) is that their belief that Apple is one huge company with documented procedures and all-their-shit-together is not

I mean, the surprise here (to many I suppose) is that their belief that Apple is one huge company with documented procedures and all-their-shit-together is not always true. Apple is just as much a company full of little people and groups as probably any company is. And despite some things seeming really polished, others are operating by the seat of their pants, with a just-released feature that they're working the bugs out of. A team of developers who have some library that they didn't fully document yet, or are supporting on an email basis. Just like whatever open-source project or team you might know, if you raise some legitimate need, are not a crackpot weird user, are important in some other way, and know how to contact the right person, they can probably help you. It's just that it's big Apple, so there are some hurdles to doing that. Is it odd to realize that if a big company / user group raises an issue, it's likely to get some legitimate attention versus a curious bystander just randomly asking what this API is, with no promise of why they need the info? Don't you treat meetings at work and random requests similarly, with some judgement of credibility of the asker in mind? Just like a company is not probably "evil" and out trying to get you -- it's probably 1-2 people who are responsible for something and its fix. And whether the company enables that to happen tells you what the outcome will likely be. It even holds true for a place like the IRS. More often than not, there is someone who knows your issue and who you can contact to figure it out. If you provide enough coherent information and understand that it's worth their time to help fix, and find the right channel.