I am so frustrated that every company in the world seems to treat user support as a tax that they must must MUST eliminate at all costs.
Microsoft just straight up doesn't have phone service anymore - at least for non-enterprise customers. It's gone. You get an online chatbot, that's it. Have a problem with your license or account? Get fucked. Go away.
Good support makes me want to stick with a company. Do you know why I buy all my audio gear from one company? Because they're one state over with a 5 year warranty, and immediately respond if I'm having a problem. I considered 'better' options from China, but the last time I did that I got equipment that would me ~$200 to send back for repairs when it broke, so I just shelved it.
But once you get past a certain size, and once you have enterprise customers, supporting everyone else is a waste of time. Why spend X dollars on customer retention with good support when you can spend X/2 dollars advertising to new customers or shoving in ads for other companies that will generate more money instead?
Microsoft just straight up doesn't have phone service anymore - at least for non-enterprise customers. It's gone. You get an online chatbot, that's it. Have a problem with your license or account? Get fucked. Go away.
Good support makes me want to stick with a company. Do you know why I buy all my audio gear from one company? Because they're one state over with a 5 year warranty, and immediately respond if I'm having a problem. I considered 'better' options from China, but the last time I did that I got equipment that would me ~$200 to send back for repairs when it broke, so I just shelved it.
But once you get past a certain size, and once you have enterprise customers, supporting everyone else is a waste of time. Why spend X dollars on customer retention with good support when you can spend X/2 dollars advertising to new customers or shoving in ads for other companies that will generate more money instead?