Re:You know what: Microsoft became miserably incompetent in IT
by danielscrubs on Thursday July 31, 2025 @02:15AM
(#44742837)
With enough eyeballs all bugs are shallow.
What would be the opposite?
With enough blindfolds all bugs are unimportant?
Re:You know what: Microsoft became miserably incompetent in IT
by aucisson_masque on Thursday July 31, 2025 @03:20AM
(#44743252)
If business are all about scale then you are not fixing one user problem but you are fixing the same problem experienced by thousands or millions of user.
There is no excuse for being lazy.
Re:You know what: Microsoft became miserably incompetent in IT
by wat10000 on Friday August 01, 2025 @06:26AM
(#44754970)
That’s the thing, sometimes a user’s problem requires a fix that’s specific for them. Their account gets into a bad state and needs to be unstuck. There’s no fixing that for millions of users, only fixing it for each user, millions of times.
A single support incident that reaches a paid worker on their side costs them more than the profit you’ve brought them for the year. It probably costs them more than the profit you’ll bring them for your entire life.
With less scale-y businesses, it’s worth it for them to put some effort into fixing problems, as an investment in your future business. Here, the only reason would be to avoid reputational damage. And who’s going to stop using Google or Microsoft because some guy had trouble getting support?
There’s a story (no doubt apocryphal) about Bill Gates telling people working on Windows that a customer calling their support line cost as much as the profit they made selling that copy of Windows. The point was to make it so Windows users didn’t need to call support by making Windows work better. The modern equivalent of this would be to make sure that users can’t reach expensive support in the first place.