It's nice for you to share the extra info about this being a known problem and that resources are being used to address it. I don't know that I feel as strongly as you do that the appropriate amount of resources are being expended to fix this problem. For this whole update or lack of updating of new web page info to have gone on this long is absurd, especially when there seems to be no consistency in the explanations that have been given as to whom it affects and whom it doesn't. There also seems to be no feel of urgency to help the customer coming from the company due to the lack of information and communication. This seems to be the typically position that many software companies exude in todays market, "It's ok to provide faulty, bugged software. It'll be fixed at some point and there's not much that you can do about it."
It's not that difficult to share information with the people that have helped to provide you with a job, (that would be us the customers). It's also not that difficult to respond to a customers questions with an answer, an answer that matches the question. It's also not that difficult to respond to a customers e-mail. It's not the difficult to respond by returning phone calls when you're suppose to. These are all things that tech support does for a company or should do.
Please do not try to separate tech support from this upload problem because you can't, it's your job as the interface with the customer. You may handle the problem in different areas within the company and that's your company's decision. But when the company intentionally set themselves up with a very limited ability for the customer to make contact, ask questions and seek support, don't cry foul when we do that.