Personal anecdote - I had an issue with Visual Studio inverting colours and removing toolbars a few years ago and couldn't fix it even with re-install. I eventually (after going though official channels) emailed Scott and he spent a fair bit of time emailing me back and forth to get all the details of the problem and then put me in touch with a few other people in MS who helped me fix the problem.
Kudos to him, I say!