We have plenty of tickets like this too - in the Enterprise Premium tier. One about SLA, about 10 for Actions misbehaving... you should really just have look at your own metrics and not give someone complaining to the internet white glove treatment. For the amount of money you take for Enterprise Premium you really ought to offer it to everyone without complaining.
It's possible that there is a bottle neck in the system that is invisible, possibly intentionally by someone in the middle, to people higher up in the chain. This is a way for them to break that blockage, and put some spot light on it.
What this does now is create a specific marker 'Hacker News follow up' that cannot be swept under the rug. There will be eyes on this particular issue, both inside and outside the company.
