Are you under the impression that I'm not aware of the difference between submitting a ticket and writing an email?
The jury is still out on this one.
Well, not about the difference between a ticket and an email, but about the difference between the issue tracker and ticket/email.
For example, Sally is usually asking for issues to be raised on the Issue Tracker so their dev team can follow their internal procedures and workflows.
Really, unless you've read the emails, you shouldn't be assuming on their content.
you said "
They did show a genuine willingness to get something sorted"
This is usually them being a good CM / Support team.
That is being genuinely nice and supportive and/or showing empathy to the issue the customer may have.
But that's the best they can do if they cannot actually solve the issue you raised, since the CM or the support team are not the decision makers for the Dev team.
All they can do is to be nice and forward the issues they cannot resolve directly to the attention of the decision makers.
Anyway, If you decide to post stuff on a public forum, people will comment and make more or less fair assumptions based on what you post, so there is that too.
And pointing fingers to people and making statements like "your lack of empathy is noted" when you are being told that no issue tracker is raised, is not really going to make people more supportive.
No to mention that you're telling me NOT to make assumptions without knowing the content of those emails, when you're making assumptions about the workload required to implement the change you requested and being dismissive about the issues that may be preventing them to implement such change (rough couple of years, budgetary cuts, prioritization, technicalities, lay offs etc.)
Yeah can you imagine the cost of adding a menu item to toggle strobe lighting.
I guess i'll take my coat
