[amirathi]

> We have never heard this before. User can provide details for us, but if others aren’t experiencing it, it’s unlikely to be prioritized

> We have heard this before, but we cannot see it or replicate it. The user gets to do work for us and/or get no resolution

Well, if you're not willing to resolve individual customer's problem then don't expect to build goodwill with just prompt reply on support!

[dabluck]

Hmm fair comment I guess I could've elaborated. I've definitely done a lot of this, but you would be surprised how often you don't build goodwill even when you do resolve the problem.