I'm not really able to understand the finer details but I think I picked up enough to get the broad strokes. Really though, all I needed to see was the phrase "jump on a quick call" to form an irrationally strong opinion. That phrase instantly warms my entire body with rage.
It seems like someone who has no awareness of the problem, who wants to learn more about the problem, and the fastest way for both parties is over the phone ASAP rather than through a bunch of emails.
When software goes wrong, you need as much information as possible to figure it how to fix it.