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[Eddye]

D: I know right. The issue is that sometimes the marketing gives us dates that are never respected so clients are frustrated and that is normal.

This sticks out to me, when customer frustration is considered normal you have a serious problem in your company.

I think the support team member meant that the customers reaction (our frustration) is a normal reaction in a situation like this. And like I said, the support team really shouldn't be blamed for this if you ask me. They are desperately trying to cover up for the inability of others to communicate. 

And on the upside, the bad communication could mean that this is still a company run by engineers and not by the marketing/financial staff... 

I think the customer supporter let slip how it's perceived at their end, and that means C.S. is aware of the miscommunication and the effect that has on the customers. They've probably informed their management and management isn't successful in changing that perception. Devialet's customer care is now (and has been for some time) well below standards (I'm really putting it mildly).

And I don't see your upside as an upside. It takes many disciplines to run a successful company. Engineering is certainly one, marketing and sales is another, et cetera. Typically engineers don't much care for customer feelings.

Just my 2 cents.