Exactly! In any kind of support role the number one pattern you observe is that there is always a lack of information. Maybe they are flooded to the point where

Exactly! In any kind of support role the number one pattern you observe is that there is always a lack of information. Maybe they are flooded to the point where they really cannot respond to these reports, but from what I've seen over 2/3 of support requests and bug reports require extracting more information from the submitter (even when the form specifically states to provide as much detail as possible with examples). I just chalked this up to a guy that was so excited to have discovered such a major flaw on facebook in disbelief. And yes they have rules and guidelines in place to protect users but clearly this was a case where a little creativity in handling situations would have helped educate the developer that this isn't how things are done at FB and get him on the right path while acknowledging his contribution without celebrating it... amateurs. This was almost guaranteed to be a publicity incident but then again maybe any publicity is good publicity :).