I remember contributing to BigCommerce's crappy software just because I needed it to actually do it's job (despite the fact that my boss was paying their enterprise rate). I got shitty responses from their devs and nothing got fixed when I forked and submitted patches. I kept and then hid my working fork and never looked back.
Yeah, a company can fix it's own problems. Open source, perhaps... Helping a profitable business for nothing? Never again.