This seems to me to be more like Supportus Lazicus. Many support organizations are purposefully understaffed, so you have to mathematically prove that there's

This seems to me to be more like Supportus Lazicus. Many support organizations are purposefully understaffed, so you have to mathematically prove that there's a problem to get through the noise. For small ticket items it's very hard to beat this. Many large ticket software firms have this problem too. That's why you need to negotiate an out in the contract, so you can call the salesman and say, "Your competitor is coming in for a demo in forty five minutes. I'm not sure if this is a bug or not, can you look into it for me?" You'll get a response within 30 mins.