MickeyLittle
Active Member
I agree with you there. I think people understand that issues happen but the key to either pissing off a customer or making them think MS cares about them is communication. There must be some unwritten rule somewhere that you never communicate with the customer because I can count on 1 hand the number of companies that have handled my issues this way.
It would only take their techs a few min to send an email to all the customers with open cases about this a short email saying they know we're waiting on a fix but they're still working on it and are sorry and appreciate our patience.
And for me that would be worth it's weight in gold! It's just the uncertainty that drives people like me up a wall!