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When did support actually star doing stuff?
Back in the day, I would send a ticket about an incident, then had to wait weeks and weeks before a reply. And the replies usually went something along the lines of: “too much time has passed since the incident, we’re sorry for your loss.” Now, replies have taken me two working days max. When, and how did this change?
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Also I suspect they were not allowed to just copy and paste denials to everything anymore. How some of those employees still work there, I have no idea. I remember a few who work there today that used to do that to us. But I don't think they work there anymore because in the last few years there have been even more "restructures" (layoffs). These days NA is REALLY consolidated their work force and I am actually really surprised that they are still able to respond to tickets within just a couple days.
The reason? Well, pissed off unsatisfied customers hurt businesses BAD. lol. They finally recognized the error of their ways and took action in order to save the NA branch.
Although...I don't think they ever fully recovered.