This was good to hear as it was the first time I saw an actual promise that this will be investigated. My frustration on this issue has mostly been about the communication. If the first answer would have been "your problem is real, we hear you, we will inspect this and fix this", there would be no problem. I'm willing to wait if I know it's being worked on. What I saw was talks about this being subjective issue or matter of taste. Or just messages simply left without answer. As I wrote to @majuh I have also worked in software development. Of course our business model was totally different but it was never an option not to communicate with customer or leave customer guessing if their case was being worked on.