This is all operating on the assumption that those entities will care enough about your problem enough to do something meaningful to fix it. As others have stated here, at least in the context of "Big cloud providers", that frequently is not the case. Often you just get the runaround (continuous delays, requests for "more information", other attempts to stall in first level support).

Add a third party "managing" some piece of your company's infrastructure via a cloud provider into the mix and it often gets even worse.

It is true that there are real costs to having your own hardware/software onsite and people who know how to manage it. However, the promised reductions in cost/hassle of moving things offsite are frequently offset or even exceeded by the costs/hassles you get by not having control of things yourself.

All that assumes they even admit the issue is their hardware not your code, which is a mighty big assumption itself.