I work in an IT organization where I'm responsible for all of our customer interactions and I rely heavily on the development and operations teams to actually deliver a product. I have no authority over those teams and my team has to manage expectations and retain customers when something goes sideways. One thing that I frequently face, especially when working with the other teams to try to remediate an issue that affects our customers, is the response of "I don't don't have a timeline for that - this is the first time we've had to do this."
While I understand that the situation may be an unknown, that's not really something I can take to customers or tell my team to take to customers. Attempts to work out a timeframe have resulted in escalation to senior leadership who back up not having a timeline.
Does anyone else deal with this? If so, how do you handle it?