[xnyan]

The other side of the coin is that support gets an ocean of lazy/unrelated/confused support requests that the engineer cannot help with, and responding and explaining that eats up a huge amount of time. I don't know that I agree with putting up barriers to reach support, but they are trying to address a real problem and I get where they are coming from

[pookybear223]

i remember we had similar issues at my 2nd to last job a bit ago. we would often times try to reduce the friction, but it built up and built up until, one day, there was zero chance of reaching anyone worthwhile. i wish we had gone back and really focused on providing as much support as we provide in product!!