Microsoft (and several others, so they're not alone) has a pretty terrible reputation for their business support. It's something I can personally attest to when trying to engage them a few years ago with a mission critical systems problem for a reasonably large multi-million $ account at the time.
Note also the person you're responding to said "get their bug fixed", which is different from "get an engineer within 24 hours to discuss an issue". Discussing an issue can simply be a tick-off point for an SLA with no real substantial action behind the scenes beyond that.
Of course, you might have very different experiences so far too. :)
Note also the person you're responding to said "get their bug fixed", which is different from "get an engineer within 24 hours to discuss an issue". Discussing an issue can simply be a tick-off point for an SLA with no real substantial action behind the scenes beyond that.
Of course, you might have very different experiences so far too. :)