One of the … things … that the article gets towards is that there is "make customer's problem disappear" and "fix the root cause/bug". And so many companies fai

One of the … things … that the article gets towards is that there is "make customer's problem disappear" and "fix the root cause/bug". And so many companies fail to make the distinction. E.g., Azure: there's customer support, but they only do the "make customer's problem (or really, the ticket) disappear" side of it. Woe be unto you should your problem be caused by a bug in Azure: they have no means of dealing with that. Eventually the ticket dies — usually because my patience has limits — and I am sure they count that as a "win". Ticket closed, after all … even if my problem is no longer a problem b/c I've just abandoned ship. And the amount of software/stuff out there with no means to report bugs/defects is rather astounding.