How do we get them to post a follow-up or post-mortem? I get that it might be difficult to discuss a specific case involving a customer, but there’s something s

How do we get them to post a follow-up or post-mortem? I get that it might be difficult to discuss a specific case involving a customer, but there’s something seriously wrong when they first refuse to share details and claim they will not be reconsidering the decision, only to later do exactly that after the case gets attention. That’s an inexcusable procedural error that should be very worrying to any of their customers.