Except since then it turned out that it was a honest-to-goodness bug.
They're trying to fix it, but the thing refuses to reproduce in the test environment (aka an offline "crash test dummy" copy of the site) - they'll have to do all the fixes on the live site.
It doesn't help that the tech support as it is now constitutes of two people, one of them an intern, trying to handle support for a dozen or so sites at the same time.
It helps even less that most of the code running the site is a poorly documented kludge of in-house fixes and custom hacks of a long since outdated version of the core platform and none of the people responsible for creating this monster are available for comment anymore.
