Have you ever seen a post regarding gitlab? Their CEO and team is pretty fanatical about responding to feedback and linking to tickets they've created, or issues they've addressed, on their website.

Additionally, I've seen several instances of engineers / product folks / etc., reaching out when someone has a difficult experience or lacks understanding for why things played out the way they did.

Now, that doesn't mean that hacker news is an official customer support channel, nor does it mean that every person that has a situation will garner enough HN support for it to matter...but, it does happen.