Even with large and powerful companies, I have found it to be counterproductive to generalize; with Microsoft it is easy to see that product performance and company responsiveness varies greatly from product to product.
As happy as I am with the MSFT navigation products, I have been greatly frustrated with other products. For instance, I used and love Microsoft Money for about ten years and then about a year ago, MSFT announced that not only were they no longer offer the product in further developments but that they were going to render customers' installed applications inoperative. Therefore, I have had to switch to Intuit's Quicken which has been a bummer.
And then there is Microsoft Office. I recently 'upgraded' from Office 2000 to Office 2010. One would expect the latter to be a little better and, at least, more robust. Wrong. The simple, clean, easily-configured apps in the 2000 suite have been replaced by complexity I have not yet fathomed. Worst of all is Outlook 2010, which should be called "Crash-o-matic." It crashes almost every time I want to do things like change from Inbox to Contacts. Fortunately, it automatically restarts itself every 3 out of 4 times or so. Looking at the internet on this subject, I see a large number of reports of this same performance from other users with various proposed work-arounds, none of which work for me. I think I am fried on this issue: I believe it is impossible to un-install Office 2010 and re-install Office 2000 because 2010 has ruined my files for use in 2000. Great.
Please excuse my non-S&T rant, I just mean to say there is good reason not lump the Microsoft navigation products in with other Microsoft products that may very well deserve it.