[mananaysiempre]

At the same time, it’s probably worth remembering the contemporary Microsoft rule of thumb that “each product-support call costs a sale”[1], that is to say, handling a single product-support call to that standard costs as much as was earned by selling the product in the first place (and the products weren’t exactly cheap—not that they’ve become cheap now).

[1] “Old New Thing” (the print one), https://books.google.com/books?id=wYrCitbs5PQC&lpg=PA1&pg=PT...

[ethbr0]

Google and the new wave of firewalled engineering orgs are so long-run stupid that it boggles the mind.

A legacy proper, functioning support org's job is to sift through user-is-the-problem bugs to identify the smaller list of actual bugs... which engineering then fixes. Because they're actual bugs!

Nowadays, folks look at Support and QA as cost centers, to be funded and staffed at minimum levels.

Small wonder SRE have become the new rock stars -- companies disempowered anyone else able to call a bug a bug.

[bombcar]

But if the IT guy tells his boss that ‘95 don’t work with shit because sim city didn’t run for him at home, it could cost a lot more sales from a company that chooses not to upgrade.