Comment by thatfunkymunki
Comment by thatfunkymunki 6 days ago
Your reticence to accept the term gaslighting clearly indicates you've never had to interact with MSFT support.
Comment by thatfunkymunki 6 days ago
Your reticence to accept the term gaslighting clearly indicates you've never had to interact with MSFT support.
> What I'm getting at with my post is the dev teams support has to talk to, which they just forward along their responses verbatim.
But the "support" that the end user sees is that combination, not two different teams (even if they know it's two or more different teams). The point is that the end user reached out for help and was told their own experiences weren't true. The fact that Dave had Doug actually tell them that is irrelevant.
I've never seen the same behavior from any other software supplier.
Almost every software company out there will jump into their customers complaints, and try to fix the issue even when the root cause is not on their software.
I can't say I've seen it with every vendor. Or even internal dev team I've been an internal customer of - but I've seen it around a lot.
You might be lucky in that you've worked at companies where you are a big enough customer they bend over backwards for you. For example: If you work for Wal-Mart, you probably get this less often. They are usually the biggest fish in whatever pond they are swimming in.
On the contrary, I have spent thousands of hours interacting with MSFT support.
What I'm getting at with my post is the dev teams support has to talk to, which they just forward along their responses verbatim.
A lot of MSFT support does suck. There are also some really amazing engineers in the support org.
I did my time in support early in my career (not at MSFT), and so I understand well it's extremely hard to hire good support engineers, and even harder to keep them. The skills they learn on the job makes them attractive to other parts of the org, and they get poached.
There is also an industry-wide tendency for developers to treat support as a bunch of knuckle-dragging idiots, but at the same time they don't arm them with detailed information on how stuff works.