I’d just like to preface this by saying I have no knowledge of the exact issue here and nor have I seen your account so I can’t comment on it specifically
I work as a Technical Specialist so this is exactly the thing that will be passed to me to look into.
We do see a fair spread of bugs and issues but usually, when a bug or issue is reported by one customer on one or a limited number of devices we can say it’s either a device or account specific issue. Bluntly, if a given bug was affecting more people we would have a lot of the same issue coming our way!
An example would be that some OnePlus devices just stop receiving notifications from our app. We don’t really know what causes this and we (at the time of writing) have no fix for it either. It only affects a small subset of customers using OnePlus devices and across multiple models and OS versions. Sometimes a system reinstall fixes it so my best guess is there is a bug in Oxygen OS. We consider this a device specific issue.
I think we do go the extra mile to try and track down and fix bugs - I spent 2 weeks working with Android and iOS dev teams to push some additional logging to the app so we could track and fix login issues with a small number (single figures) of customers. We did this as they were disproportionally affected (ie. they could not log into their app). I think it would be unfair to say we are quick to blame the customer; I am sorry if it has come across that way to you, however.
Again, I’m afraid I wouldn’t want to start speculating on what’s happening here purely because there are so many things to look into and I have seen none of them!
I hope we do manage to fix this for you but when we look into these things they have to balance against priority (ie. does it affect critical functionality like payment processing) and the number of instances we see of it.
I hope this was some useful insight!