I had a problem with messages app, not sending messages. 5 calls to support, and they couldn't fix it. They don't have a way to get a hold the messages team to fix it. Simply incredible.
The messages team doesn't want to talk to you. Their app is used by 1.5 Billion people.
If just 0.1% of them had some issue with their app, that would be 1.5 million phone calls.
There are ~3 people working on the messaging app usually. Thats half a million calls each. Thats 52 years to answer all those calls!
The TL;DR is that you will never make a bugfree app, and the remaining bugs will always leave some unhappy customers. At some point the team needs to decide that they need to move on to making new features rather than bugfixing, and that point is well before they start talking to random users on the phone about rare bugs. Sorry - the app isn't for you - go use another app or another phone.
They used to charge serious money for it, that would have allowed them the budget to fix enough of the bugs that SMS is now pretty damned good.
Culture is also a large part of it, it's embedded in telcos to such a degree that I and my parents use rather expensive and fairly slow AT&T DSL because its rock solid, every one of my friends and family who use cablecos for Internet have a tremendously higher rate of problems. Cablecos come from a culture where a customer or neighborhood losing connectivity for hours or a day or two wasn't the "end of the world".
Agree, 100%; silicon valley has 0 clue how to run support, and as a result their user experience is awful.
And what good are new features of you can't even send a message in the first place? The solution was disabling RCS completely or, hard resetting the phone (uninstalling and or wiping messages did not fix anything).
