That is ludicrous!
Not necessarily surprising, but still piss fucking poor.
Any chance it was one of those “depends who you talked to” kind of things.
I’ve certainly had to push fairly hard to get a decent response from support staff.
My favorite was when it took me days to get across to thermo that when they (purchased and) moved manufacturing plants, they somehow screwed up assembly of the leveling feet such that they could no longer be locked in place.
Getting to an engineer that could admit that was no easy feat. Took throwing the fine manual at a couple of folks along the way…along with pictures of new vs “matches manual”.
