sumukh_kulkarni3 I definitely understand your frustration and I can tell you hit the right point: the need of a sort of feedback from the Dev. Team regarding software bugs.
As far as I’m concerned, the customer support is very prompt about getting back to you, so no problems about it. And many times it happened to me that my questions were forwarded to the appropriate technical team.
However, what you describe is different. Actual software issues require special attention and cannot be solved on the spot.
An extra dedicated technical support escalation team is too much of a stretch in my opinion, it’s not the solution. It would require allocating extra resources, which wouldn’t lead to a faster fix of the issues. It would just result in overwhelming the Dev. Team.
Instead, what we do at my current company (I work in QA) is having an internal system for opening and assigning issues to different teams and departments, according to priority. Issues that are reported the most, with higher priority are then sorted and taken care of by the Dev. Team during several versions and patches.
So I would argue that what Nothing needs is a better, and more linear, channel for forwarding technical issues. Whether they are software, hardware or third party bugs etc.
Nonetheless, I’m sure the development team constantly keeps an eye on the most relevant issues. But keep in mind that issues take time to report, fix, test, regress and finally close. So unless it is a deal breaking bug, it will have a lower priority.
And just like @FabioR 🇩🇪 [man I’m finding you everywhere 🤝] mentioned, if your issues are related to third party apps (e.g. Android Auto), they could potentially be treated with “less” priority because not directly under their control.
Either way, for sure the whole process could be optimized, but it takes time. 😔
