I had this experience with an online game crashing. This is a game I play all the time, which recently recieved an update that adds a kernel level anticheat program. The game would start and then black screen, and I would get a null reference exception popup. Audio and input would continue without any graphics. To me this likely indicates a lack of init result check on some pointer that gets passed to a graphics init function, and then they try to access the pointer that was never assigned to. (my guess anyways)

I was punushed for "leaving" the game, banned for a couple weeks, and sent an obnoxious email about my bad behaviour. I reached out to them on customer support handfuls of times and was always given a list of three steps such as "upgrading graphics drivers", "ensuring i disable my firewall", "using a pc with high enough specs" (my machine is ridiculously overspecd) and things like that. I would follow the three obviously pointless steps, and then be given another set of obviously unrelated steps. This went on about five times over a month.

At some point I just told them, look im a fucking game developer, give me a log dump tool, or a build with debug symbols and I will fix it myself, and finally a real human showed up and actually sent me one. I recreated the bug and sent log captures but they wouldnt let me help beyond that. Then at the end they still scolded me for "leaving" the game.

I dont blame the average person for expecting customer support to be unhelpful or a robot by default, and not following steps.