True as an IT director on both the public and private side we always have issues with MS software.. they do not test well causing the end user to do it for them... even when told they have a problem that refuse to spend much resource to fix it.
Net they are like most companies driven by CEO comp and cutting corners to drive up the stock price. They have also off- shored most of their tech staff where the analysts and programmers move from company to company. Also that resource is mostly script driven... so if it's not on the script... you get the picture.