I don't know what to make of this. Why would you insist on going to a public channel, and then to a completely unrelated channel (HN) instead of just contacting

I don't know what to make of this. Why would you insist on going to a public channel, and then to a completely unrelated channel (HN) instead of just contacting their customer support directly? If their devices would brick themselves randomly it would've been all over the tech news long ago.