[cryptonector]

You might have no idea how expensive providing great support to customers is when you're an vendor like Apple or a Microsoft. It's like backports, which are even more unbelievably expensive still, and those are gone industry-wide for that reason.

Think of the cost of opportunity in having smart, capable, experienced staff doing support or backports instead of actual dev work. (Especially backports, which when they were done frequently they were done precisely because customers are risk-averse, so a great deal more review and testing (with a much larger test matrix) was required for backports, with attendant huge increase in cost.) That cost is enormous. But of course they do need to provide some support, and at some point some really good support for the really serious bugs, and the vendor will in time do it, but first the customer demand and pressure has to build.

[dfxm12]

I can't speak to Apple, but wrt Microsoft, you're not appreciating just how bad support is (or even the documentation is) and you're not appreciating how much people pay for support on top of the product.

I feel like I know more about M365 than anyone I talk to at MS. That's bad.

[RajT88]

Everyone hates support. Especially the execs who have to pay for their support department.

Azure basic support is pretty bad. I am even surprised at how bad some of the higher tiers of support are. I have no frame of reference for other cloud providers but anecdotally they are not so great either (some CSP's I am told are worse).

All in all - wrt documentation - software docs have gone downhill across the industry since the 90's. And back then people were still loudly grumbling about how bad the docs were!

[cryptonector]

Oh trust me, I know how bad it can be. I wouldn't say that I 'appreciate' it though!