Craig is great. I was surprised when he replied to my e-mail early last year when I was having issues with Window Server performance on OS X El Capitan and macOS Sierra. We had numerous exchanges on the issue. His team addressed it in macOS High Sierra with Metal now powering the Window Server.
It's just a shame we have to contact the executive team directly to get answers we should be able to get through AppleCare. I should have been able to send the same logs through AppleCare, for them to forward it to an engineer in California, to get the same answer. But perhaps it might not have been prioritised quite as quickly if I went down that route.