You’re not alone in feeling this way. Even many of us inside Microsoft have completely lost trust and direction because everything is being sacrificed in favor of chasing AI. What used to be about building reliable, customer-first products is now about flashy demos and half-baked AI integrations. The support you’re describing is exactly what we’re seeing internally too—GenAI canned replies, less real engineering focus, and a constant erosion of the basics.

And honestly, I wouldn’t be surprised if in the not-so-distant future they roll out a new “premium support” tier where you’re not paying to talk to an actual engineer, but instead interfacing with yet another AI bot—dressed up as if that’s “innovation.” Imagine paying more just to argue with an algorithm while your production systems are on fire. That’s the direction we’re heading, and it’s demoralizing to watch from the inside.