Hey support, if you just copy and paste entire paragraphs from me of informal language which I've written with you as the intended recipient to help you understand what's happening, and send that to the customer, tell the customer you're waiting on me, tell my boss you're waiting on me, when the messaging clearly demonstrates that I'm waiting for you to liaise with the customer and get specific information, then really you're just making our company look incompetent and me look lazy, when those things apply to you.