Would it really matter the reason why it’s delayed? It could be hardware failure, or last minute coding… who cares?
It helps to personalize the problems. Instead of having a bot that tells you “yes or not”, you have a human being which shares the frustration with you, for a reason. When peoples explain honestly a problem to you you’ll understand better their reaction and what happens.
Unfortunately today’s model in the industry is different. And here I quote J.:
Obfuscation is still an element of relaying the message. Some of the best and most revered communicators of all time have been cheats, liars and charlatans. And then there are those who could talk forever and say nothing of substance, but leave the listeners feeling good enough about themselves to forgive the slight.
The latter get jobs.