Also when a user reports a major flaw in your product and your response is that you will not lift a finger until the user fills the correct form, you have reached the state of a useless bureaucracy, completely unconcerned about the quality of your product. I remember being given that advice by an employee on the vendor’s own forum where I reported a problem. They are still waiting for their bug report and I have found an alternative product.
I found a bug on the PayPal site (I can't associate a new email address). I tried the contact forms in their app and on the website, both resulted in error messages. I tried emailing them, but got an automatic message back saying that they don't monitor emails, instead directing me to the support form on their website, which you have to log in to access. And as I mentioned, that form just ends in an error.
So it seems like a way more common problem than it should be.
