My post about hotfixes certainly made it's way around various internal aliases over the last week. I've also been working (before and since the post) on some fixes with Product Support to the issues I found through the experiment.
The other constructive bit of information I received because of this lengthy internal thread is that there is a hotfix I didn't know about that fixes a very ironic bug...
It's been bothering me for a few months now that my laptop, with a gig of ram, didn't have enough resources to hibernate... now it can sleep easy... and you don't have to call to get this hotfix.
The other thing I've learned... not one person can agree on what "airing dirty laundry" means. I think it's like saying "I know porn when I see it" for some people. IMO, it's hard to say someone is "airing" dirty laundry if your customers can smell it and talk about it openly already. "Airing dirty laundry", IMO, would be if I disclosed information about how poorly built/managed some internal process/system is that leads to user headaches. To each his own. This, however, is what I replied to some folks who think I'm simply airing dirty laundry.
One thing that driving transparency at this company has taught me is that there is a real positive gain to this approach for us and customers. The truth is that because of this (my post) we've discovered new customer validated bugs and are now driving the conversation rather than being on the sidelines.
I've also been thanked by a few customers in email for simply admitting to some issues. they've gone as far as volunteering to help fix the issues in whatever way possible.
We also got attention on how friction free calling is. I had one customer thank me for sending him down that path because it worked for him.