So on the one hand I want to validate and recognize both that you're having this problem and that finding a real live person who might be able to help you with it totally, very reasonably, evokes a "hey, can I tell you my problem?" response.

I don't want to minimize that, but I do want to (gently, good-naturedly) say that I think it's kinda funny.

As someone who once worked at a big tech company I think it's totally hilarious how telling people "I work on X product at Y company" totally evokes this sort of response. Tell enough people where you work and you'll see some non-zero percentage of people respond like this.

Like, when I was talking with a mover who was unloading my stuff and he asked "So, what brings to you these parts?" and I told him his first response was "Really? Y'know, I've got that software and it doesn't work for me under these very specific conditions. Why is that?" (At the time I think I mumbled something about "I don't know". In retrospect I was moving to start work there so I realistically couldn't have known yet).

So - I hope you get your problem sorted out, thank you for giving me the opportunity to talk about this, and I think I'm gonna go chase some kids off my lawn now :)