Do you find your intake request/bug reports ignored?

I have only 5 YOE and experience in 2 organizations. I’m trying to ascertain whether the experience I’m having is universal or limited to my org, and how to approach it differently to get the outcome I want.

I work for a F500 org and we have tons of internally shared private libraries/repos. In these libraries, there’s sometimes a bug or missing feature preventing us from getting the desired outcome. Before I engage anybody, I’ll make my best effort to scour Confluence, debug within the dependency module itself, and examine the repo (if have access) to get to the root cause and determine whether this is really an issue with the dependency or a problem in our implementation of it. This might take hours or days. If I am confident that the issue is on the dependency side, I’ll track down a developer from that team, and ask whether they support X feature/behavior. If they say yes, I say, I’ve been trying to get that to work, but I’m having trouble in X use case. I’ll give a short brief of my debug steps and my root cause suspicion, with attached replication steps and relevant screenshots/recordings.

I’ve found that I basically NEVER get acknowledgment of the issue.

For example, we have a dependent file upload API that has a significant amount of rejections per day. Message from the API is just generic “500” but from my end was able to discern that these filenames all contain foreign/special characters. I sent the owners a message with the sample file and rep steps. And asked for their file name restrictions so we can update our front end. Every month I ask, they just say “we will look into it. No file name restrictions” or some even more ridiculous “don’t see it on my end” response that just completely disregards all the context I’d given.

I mean I totally get it. Most people are lazy and punt blame your way first chance they get. But that’s what I’m trying to show I’m not trying to do; I’ve taken the time to look into this thoughtfully, and even given you some legwork into a potential solution. From dealing with these myself, I have a good intuition for when someone is reporting a novel issue vs. has not read any documentation or attempted any debugging themselves. If I think it’s legitimate I’ll spend 15-30 min to attempt to reproduce myself and confirm whether it’s a legitimate issue, and give some immediate suggestion ie. “hey man yeah this is a bug, but we are swamped on another project and probably won’t get to this til next quarter. Maybe you can try X workaround. Put 15 min on my calendar if you need help with it” This never goes past 15 min of support and usually is just settled over a few messages. I feel good that I saved someone days of head-banging at a negligible cost to my time, and this is better for the organization (and my wallet) as a whole.

I don’t understand why it’s so hard. Is this an ego thing? A beaurocracy thing? An organizational culture thing? I’m not contacting the developers as representatives of the PM and asking them for timelines and to fix it immediately or put them under fire, just some support on workaround would be appreciated. Do they assume I’m trying to put them under fire? I literally don’t care if you say you don’t have time for this. Just acknowledge it. For what it’s worth, I find this more prevalent in East Asian and Indian colleagues, which makes me think it could be cultural. But it’s still quite prevalent domestically too.