Microsoft’s Poor Quality Standards and Culture

I apologize if this comes off as ranting, I hope this post is viewed as constructive. However, I would like to propose that Microsoft lacks a culture of quality.

Exhibit A: https://developercommunity.visualstudio.com/t/devops-dark-theme-work-item-description-not-honori/930693?viewtype=solutions

In this example, A developer has pointed out a BUG in an implementation of their software and linked to numerous previous duplicate reports of the issue and how it has been unresolved and incorrectly closed. They also point out that possible solutions exist since similar products exhibit the correct behavior. Instead….the project rep repeats to close the issue but to their minor credit realizes that the detailed post showing their apparent negligence requires a more detailed response. However, they continue to repeat the actions of previous reports and close the issue with “expected behavior”, but please file something in the feedback hub.

Context: This is a minor issue. I am not saying the handling of dark mode is mission critical functionality that must be addressed as a severity 1 issue. However, It is a Bug and no handwaving creative interpretations can say its anything but a defect. The customer has an expectation that software works and it is not a normal expectation that dark mode compromises functionality. Now, I would be ok with them saying look its minor and we are going to defer this but keep in our backlog to prioritize and fix at a later time. Don’t resolve the issue and put the ownership on the customer to re-file in the “Feedback Hub”. That is just hiding the bug as “feedback”. Secondly the customer already went above and beyond in reporting the issue and because they keep closing the issue they are hiding the defect. Also if you notice the ticket is 3 years old and I found it 3 years later. Its a long term issue that customers keep finding and reporting.

Issues like this make me believe Microsoft is managed to a dashboard of metrics and not to a standard of customer satisfaction. Its like when your getting fast food at a drive thru and the clerk asks you to pull into a spot and they will bring the food out, but there is no one behind you in the drive through. They are closing the order and then running the food out to you hiding the true time of service from management.

This is just evidence of poor culture and honestly… I have had better service at the DMV.