Quote:
Originally Posted by elizilla
And it sucks for support because you spend so much time trying to set appropriate expectations based on cryptic statements from the devs, while getting serious tongue lashing from customers who really really want to drag more concrete promises from you. And if a customer demands a manager, you have to answer the same questions to that manager, who is likely promising the customer the moon without understanding anything, especially if it's a manager in the sales channel...
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It gets worse in even larger companies. I've never had to deal with support staff directly. So any communication gets filtered between me and them by at least 1-2 other people who may not even know anything about the feature.
Although when it comes to bug schedules, it is really hard to get any sort of concrete answer. Usually it boils down to "it'll be fixed when it gets fixed."