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This begs the question: why can't they sort the documentation out?
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It's the same with every email service, and the more sophisticated the software the more likely that something doesn't work quite how it is explained, or something doesn't work at all. I was talking to someone who is a developer the other day about this, and these systems are so complex with so many moving parts that things just crop up all the time. I have heard that Facebook has 10,000 engineers working on their software. Imagine how hard it is to keep everything working!