It does happen, sometimes. Sometimes it's a case of who you know.
When I was at Amazon, Jeff sent out a question-mark email after a complaint from a customer, something he used to do when a direct email complaint caught his attention in some particular way. The complaint was that some amazon hardware was having difficulty with this customers wifi network. I want to say it was a 1st gen Echo, but it has been close to a decade since, and I only saw the report that was produced from the situation, that I honestly forget the particulars.
That question mark email ended up with Amazon sending some senior engineers around to go figure out what was going on at the customer's home, and figure out what that meant for the device and how it might be mitigated. It ended up being some weird combination of physical properties of the house, the wifi arrangement, and some suboptimal behaviour in the Amazon device that was fixed via a subsequent software update.
When I was at Amazon, Jeff sent out a question-mark email after a complaint from a customer, something he used to do when a direct email complaint caught his attention in some particular way. The complaint was that some amazon hardware was having difficulty with this customers wifi network. I want to say it was a 1st gen Echo, but it has been close to a decade since, and I only saw the report that was produced from the situation, that I honestly forget the particulars.
That question mark email ended up with Amazon sending some senior engineers around to go figure out what was going on at the customer's home, and figure out what that meant for the device and how it might be mitigated. It ended up being some weird combination of physical properties of the house, the wifi arrangement, and some suboptimal behaviour in the Amazon device that was fixed via a subsequent software update.