Ask HN: How do you escalate poor support from a vendor (personal use)
The configuration software for this device is missing a really basic feature that their previous generations of devices had, and can still be configured via 3rd party software today. I won't be using that software because I don't trust them, don't want to pay them, and both the OS and the device vendor software should have options here but neither do.
In trying to raise this issue to support and simply asking, "can you relay this to dev/PM?" I'm getting the run around. Large copy/paste blocks of "this is how you install the software", or instructions on how to use it for OS I don't use and devices I don't use. Unbelievably frustrating, the responses are clearly not what I was looking for and are clearly ignoring information I have provided. It looks like they're just trying to frustrate me into giving up. If not, then support is just completely useless.
How do I escalate this? Naming and shaming on Twitter/Reddit? Searching for dev/PM/exec contacts on LinkedIn and spamming them? Reporting this to Better Business Bureau? Would Gizmodo have a field day with it?
I used to like the products of this company a lot, but I can't stomach buying from them if this is how they treat their customers. The company run forums are riddled with similar issues with no response. What's the point of running a forum if you don't listen to the people on them?