HTC Europe Support (or lack of same)

[KK**]

I'm trying to make HTC realize they have a bug in their Touch Keyboard/XT9 - and hopefully fix it - but they're driving me around the bend.

1st report I made never got further than auto-generated receipt mails and then it just died - radio silence.
2nd report I made has now gone to the "beating around the bush" state; where they either try to stall it or send me info of how to almost "work around" that I have mailed them myself in the original report. They have not yet acknowledged that there's an error.

I'm wondering if anybody has any experience with the HTC Support?
Is this the normal behaviour? Has anyone gotten something out of reporting an error to them?

Just trying to figure out if I may expect something to come out of it.