One of my teams runs a Microsoft product that’s been in place for a long time and has been an amazing product falling on hard times.

We had a service impacting issue and went through the typical Premier/Unified support gaslighting exercise. We finally escalated it to a batshit level and got to a real engineer. The dude was about the retire, was fed up, and knew exactly what was wrong. He claimed to have a fix pending approval that had been held up by his chain. We ended up getting a hot fix after a lot of drama with account leadership.

I was grateful to the guy, but kind of shocked that morale in that group was so bad. I used to be acquainted with a few people there over the years and every single one of them was either laid off or left. I never heard of anything like that at Microsoft at all, especially as a customer.