I've experienced both: One time two very competent guys shows up on site and let me reproduce the issue, agrees it is a serious bug and promises to take care o

I've experienced both: One time two very competent guys shows up on site and let me reproduce the issue, agrees it is a serious bug and promises to take care of it. Next time I get connected with what seems to be two part time students or something who doesn't seem to have a clue about the product. Then in a third case some technical architect or something looks into my stack overflow question, verifies there is a known bug and it will be fixed in next monthly rollout, but I never saw a fix.