Dear customer, I have bad news for you

An interesting article/ post that I have read through LinkedIn explaining the importance of communication between us as supporters to our customers [here].

Although the original article is describing the problem in the sales perspective, it is true also for support, especially if one promised that a new version will fix the problem:

Involve your customers: update the customer with plan changes & roadmap updates that are relevant to their case

1. Offer frequent updates: but pay attention to what you are righting, try not to "sound like a broken record".

2. Give customers choices: in case that the roadmap changes in the sort run detours their plans for the 'faulty product" but in long run will put back on track, let them to decide should they wait for permanent fix or take the work around.