I mean imo just by reading that someone senior at Microsoft told that dev to open a ticket and they just created a ticket with the exact same wording they would have used for an internal Microsoft ticket. Might not have even realized it was a third party project.
Right, and no doubt there was pressure placed on this developer (likely in a lower-level position) without any sort of actual support or resources available.
Those at the bottom of the pyramid tend to be looked upon poorly for asking questions or seeking help. The expectation was that they should be able to figure this out on their own.
And now with this press, the developer will be highlighted in their management chain. They will get the opposite (negative) reaction, which will be, "why didn't you come to us in the first place."
It's a no win situation. While this was not likely the right approach (or at minimum, the right messaging), I sympathize with the developer who is just trying to get the job done and look competent in doing so.
