Often when a company want's to "help" it means make a sale regardless of how poor the technical implementation is, waste your time with SE level support, and power point presentations. When instead they should be focusing on the product first. If your user is reporting a scaling issue and your product is all about scale, that should be your first priority.
Vendors also need to remember, your users change companies, a user could be at some small unknown company on day, and the next be in control of a large budget at a high profile company. Your reputation follows that user, and what they want to see is you're making a good product. If the smallest company is reporting an issue that would affect your customers, I'd want to see that you're addressing the issue with that company so I don't have to at my large/interesting company.
Vendors also need to remember, your users change companies, a user could be at some small unknown company on day, and the next be in control of a large budget at a high profile company. Your reputation follows that user, and what they want to see is you're making a good product. If the smallest company is reporting an issue that would affect your customers, I'd want to see that you're addressing the issue with that company so I don't have to at my large/interesting company.