The guy asked me no questions and just said make a service request. I figured they already knew there was nothing to do and just trying to close the chat as quickly as possible.

I was working once in a product company with big customer support section. There was almost zero communication between product and support. We never received any info about what problems customers were facing, and never were asked to provide technical support for the app we built.

> How can they not know this is happening minutes after the update is pushed?

- Maybe it only happens from a cold start, or maybe only when waking from sleep more.

- The push likely takes hours

- It might be hard to capture the right metric for if the push was good in time to stop the push. I wouldn't be shocked if support realized the issue first, but didn't have a way to quickly escalate to the firmware team.

- When the push fails, by the time that team figured it out, at a big company, it could take at least a day to make it into the customer service script.

Duh. Why would you expect otherwise.