The software support Team is linked to the market research and analysis team .
The data from the analyst is studied and support for phones is built after that.
The software devs have already finished porting gingerbread to various devices .
In coming months the updates will be distributed and problems will be troubleshooted .
After that Android 4 and support for android 4 will be released .Then some devices will be upgraded to 2.4 .
There is absolutely no chance of official gingerbread for galaxy 551 .
Call centre employees are modular support and they have no relation to software devs .They are trained to listen people complain and moan .