Need to call them out on this. I still have not been able to reach anybody to help me with my problems.
I work as IT-support in a big company. I am one person helping around 600 people.
The information that has sipped out from Customer-support at SE is that they are a very small group handling hundreds of thousands of customers...
I am not upset with the individuals working there, but rather the decision that somehow, not only that 14 wasn't going to have a successful launch, but that it wouldn't need the support for either a flawed and/or successful launch.
As a result, they are WAY understaffed, and the staff that they do have is frayed at every end. Personally, if I were a support rep working for them, I would probably quit and take a job at McDonalds just to have less stress, and not have nightmares of dealing with people who are already mad by the time they get on the phone.
Basically, there is no good outcome for this unless they increase their support. Even a seasonal increase just to get through the next 6 months. Or god forbid, hire a US based support firm. They exist. They are not the best choice, but, in a crunch, it's better than not supporting your customers.