[hack_fraud13]

Sadly there’s a bias against customer service as a functional group in most tech (and non-tech) companies. It’s a function that is normally offshored and/or outsourced, and it is extremely rare for leadership to be hired out of service orgs. This is a shame when you think of how natural a transition from service to an account manager role would be. Management doesn’t see service source of revenue.

This is different in other industries, like in the auto industry where service is a considerable source of revenue and where CEOs like Sloan started. Software service groups really don’t have organizational prestige or influence, in contrast.

This means service groups get the last pickings in budget and talent. Most software companies are trying to do the bare minimum with service, and anything of import (or revenue potential) gets escalated to the account manager or product manager.

Tl;dr you need to whine to your AM if you want anything done.