Microsoft at least used to send engineers over to answer support phone calls occasionally and it provided a level of insight into users they wouldn't get otherw

Microsoft at least used to send engineers over to answer support phone calls occasionally and it provided a level of insight into users they wouldn't get otherwise. https://devblogs.microsoft.com/oldnewthing/20030816-00/?p=42883 https://devblogs.microsoft.com/oldnewthing/20030816-00/?p=42... Even Bill Gates did this: https://devblogs.microsoft.com/oldnewthing/20091123-00/?p=15943 https://devblogs.microsoft.com/oldnewthing/20091123-00/?p=15...