I've experienced both:

One time two very competent guys shows up on site and let me reproduce the issue, agrees it is a serious bug and promises to take care of it.

Next time I get connected with what seems to be two part time students or something who doesn't seem to have a clue about the product.

Then in a third case some technical architect or something looks into my stack overflow question, verifies there is a known bug and it will be fixed in next monthly rollout, but I never saw a fix.