[Nerdfest]

If he didn't make a video that got some degree of internet traction, it's unlikely his problem would have been fixed.

[me_me_me]

I heard similar advice in few places now, if you want customer support got to twitter and make a big s*show. If you get some traction the company will contact you to stop bad pr.

Otherwise you will be stuck in 'not my problem'/'cant be done' hell.