You are assuming the parent poster actually attempted to go through support and work through the issue. I don't see indication of that. If anything, this thread indicates to me that many people form an opinion of a product and never seek support or never seek to revisit the issue and see if it has been fixed.
It's not support at all in this case, don't mix everything. Someone says something wrong about a product you're literally working on, there's nothing wrong in responding.
> "Hi, I'm a X from Y. Y already does Z. I did that last Tuesday."
Always my favourite genre of interactions on this site.