It seems like the author already went above and beyond to try to get this resolved through the proper channels. Why did it take an HN front page post to get it actually looked into? It does not inspire confidence in your service.
The support experience described matches all of my experiences with CF support over the years.
I wrote about it here last year: https://matteosonoio.it/cloudflare-support/
Sometimes there's workaround, if you pay big bucks, you might get "personal" manager who can actually connect you with necessary people. But that service is not available for every company out there. And if you don't pay big bucks, you don't have a chance.
This scheme probably makes sense. At certain scale you just can't talk to everyone. When you have 20 developers and 20 million clients, one person can have only so much time. And most support issues are stupid anyway.