Again, by simply adding a message stating you are working on the issue would go a long way to preventing frustrated customers. Like I said, our tech support are inundated with user complaints about this issue (and a few others). I can't tell them anything because you don't tell me anything about your progress with the issue.

 

So my people get angrier and angrier. A quick update is all we need from you so that I can tell our people that the problem is being worked on. In turn, they can tell the users.