That's the way tech companies work today. You need to have connections or spend social capital to reach people who can solve issues. Or you need to bang your head in support channels for weeks hoping that someone will escalate your issue.
Sometimes there's workaround, if you pay big bucks, you might get "personal" manager who can actually connect you with necessary people. But that service is not available for every company out there. And if you don't pay big bucks, you don't have a chance.
This scheme probably makes sense. At certain scale you just can't talk to everyone. When you have 20 developers and 20 million clients, one person can have only so much time. And most support issues are stupid anyway.
Sometimes there's workaround, if you pay big bucks, you might get "personal" manager who can actually connect you with necessary people. But that service is not available for every company out there. And if you don't pay big bucks, you don't have a chance.
This scheme probably makes sense. At certain scale you just can't talk to everyone. When you have 20 developers and 20 million clients, one person can have only so much time. And most support issues are stupid anyway.