One of their support agent joined a zoom meeting where we could reproduce the issue in front of them.
The thing will output its error in morse code on a LED.
a month later, another support agent "We believe you can't read morse code".
"Please open the video attached 3 comments up, with the recording of the LED"
The company moved its C-suite 2 hours away from engineering/manufacturing to make sure to be able to make decisions with little to no influence from those pedants in engineering and folks being every day on the manufacturing floor.
And somehow, it still comes to a surprise that shit happens?