To emphasize your point about a CS person passing along the note to IT. I had an issue with a certain brand router. Whenever there was a power failure or a firmware update some settings were lost. I opened a support ticket and asked them to inform their developers that said settings were not being saved.

Instead of passing the information along they proceeded to follow the troubleshooting script when there was nothing that could be done. After 5 e-mails I just gave up and just ended up replacing the router.