This doesn't surprise me at all. A few years ago, I found a pretty obvious bug in part of Internet Explorer that was reliably triggered by some admittedly unusual code we were about to send into production. Microsoft's "support" team did everything possible to get in our way and to direct the investigation away from IE. After virtually every email or meeting, they would try to archive the issue (i.e. lock it in a filing cabinet and throw away the key).
I told them in the first conference call that it looked like they were reusing a handle without clearing all of its values - something pretty basic and generally easy to fix - and that was later shown to be the case, with the reluctant agreement of one of their senior Obstruction Specialists.
Six months after the issue was opened, and long after our product launch, I left that job. The issue remained unresolved.
The trouble with doing something right the first time is that nobody appreciates how difficult it was.
