alt Hacker NewsThe experience is similar if you call for end-user support. I did this once with an Apple Home issue. I called 133-MAC (Australia), got through to someone immediately, had a nice chat, was very impressed, felt supported, and got myself a case number. Of course, it wasn't resolved.
And then, no matter what I did, I could never, ever get a single word out of anyone about that case again. I often wonder if it's still open.
I had an even more time consuming experience like this. I worked with Apple Support over the phone for a few months. They had me install a profile on the iPhone to collect more diagnostic logs, had me perform various steps to reproduce the issue, followed up for more information, etc. After a few months, the person assigned to the case went on vacation or something and another person was assigned. Coincidentally, it was getting closer to a new iOS release date. My whole case went completely dead and there was no way to revive it.