Comment You're too slow! Stole your secrets! (Score 1) 24
That was my main reaction to the story, which was actually interesting enough to keep me reading all the way to the end. I'm mostly focused on time these years, as in time >> money, but the details about how long this has been going on were pretty surprising.
Not surprised by the ineffectiveness of the slow humans in getting any attention to the matter. But that's also an ancient problem. All things support are classified as costs to be minimized. Most profit from ignoring complaints and hope they go away or at least become moot.
My own theory of support when I was doing the work was hilarious. I thought support was my opportunity to make customers happy while learning more about their real problems. Sometimes I even learned about the services we needed to offer, which upper management found even more hilarious. Suffice it to say I didn't last so long in the customer-facing role... (And no, it didn't make me feel better just because the company went away after I walked. There was a time when I hoped we were building something that would last.)