My workplace adopted some software several months ago, at the outbreak of COVID-19, to help us conduct our work remotely. The software has been extremely buggy, to the point of slowing down our productivity considerably. I am now bringing 10-15 hours of work home on weekends above previous amounts.
Since I've added so much to my at-home workload, I put much effort into filing bug reports, especially for those most serious bugs. I file bug reports for FOSS projects frequently, and usually the bugs get fixed.
The problem is, this software company requires bugs be reported as a "support ticket" and I get stuck in a seemingly endless quagmire of requests for more and more details. I post highly detailed descriptions: I'm updated, I tried it on multiple platforms, took screenshots, checked with co-workers to confirm they all have the same problem. Still, it seems never enough for the support, they want more and more information. "Try it on this browser". "Try rebooting and see if it still happens." "Make a screen recording for us". "Try it from home instead of on work servers." "Ask someone else to do X, Y, Z, and send us more screenshots..." It never seems to end, and so far they've resolved none of my issues.
I don't work in software development, I'm an educator. Is this at all reasonable that I should be expending so much effort to get serious bugs fixed?