None of these categories seem to build any meaningful rapport. Any honest answer I give is deeply unsatisfying to both parties, and we typically have better data from telemetry or crash logs than the emails provide. It’s certainly useful for us to receive them, but there’s not a helpful response I can give.

I don't know how you read the blog post but it seems your interpretation is uncharitable to say the least.

He wrote he already has good enough telemetry, there is just not much he can write in an e-mail to customer, besides generic "we know the issue thank you for the report" that would be useful for the customer and for themselves.