About 20 years ago, when MASM was still for sale on the retail shelf, I called Microsoft with a problem when the help files wouldn't install (from floppy). The person on the other end showed me how to extract them manually, then later in the week I had not one, but two calls back on my answering machine following up and hoping everything was going okay with my installation and if I had any issues to please call them back. Those were the days.
Around the same time a friend of mine sent a physical letter to Microsoft reporting some minor bug with DOS 3.x. Not a couple of months after they replied thanking for the report, confirming the bug and saying that it was now fixed. On an official letterhead with watermark, signed by a real person.
