When you've got a problem that is destroying your business, -any- time that you're forced to wait for them to contact you back is costing you money.

I don't blame him for reaching out to every available outlet while he waits.

In this case, he's already got at least 1 post that gives him someone else to contact in the company and get noticed.

And there's probably someone that works there that reads HN, so that's another thing in his favor.