On Sat, 1 Aug 2020, 03:02 Michael Wise via mailop, <mailop@mailop.org> wrote:
> > > Let’s just say that it is quite typical that, “FreeMail” mail providers > such as HotMail and … others … are typically not classical Profit Centers. > > Some try and fund their services with ads. > > Some … try and run it for the, “Good Will” (in the Financial Sense). > > Few charge for a standard mailbox. > > But to think that such an enterprise would hire thousands, if not tens of > thousands, of folks to provide the necessary levels of technical support … > > Not happening. > I agree completely about not subsidising premium support for free users. But for EO/365 customers, issues like automated misclassification of incoming business email, or messages in conversations being autojunked from users' mailboxes, those are business affecting. If ML algorithms are what's affecting delivery to paid customers, shouldn't the support process reflect their priority as paid tenants? Trying to encourage a large organisation to raise deliverability problems with their MS support can be frustrating. It can be hard to contact an organisation's mailadmin, particularly if they outsource IT and email support. If you rely on a user in an org to escalate your delivery issues to their IT department, they can sometimes hit a wall when their own support misunderstands or can't triage the enquiry. I've spent days finding contacts in businesses who can help with org-wide 365 delivery issues. Even then, it only seems to fix the problem for that tenant. In my experience, when problems occur the current mitigation/review process isn't adequate, but I don't think adding thousands of human agents is realistic either. >
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