Well I do not use P1 at all but after reading this thread, I found out that the customer service is utterly rubbish. I'm working for a similar company except it's a lot more as in subsea cable provider.

Whenever we receive a call from a customer, we will open a case on the spot, provide the customer with the case number and contact (email/call) the customer to provide hourly updates. Now we do this until the problem is completely rectified.

Now we will always provide ETR (estimated time of restoration) if it is available.

Face palm @ ur service man.