Mnyb;565840 Wrote:
> many off these seems to be support cases ? could not support trawl BZ at
> least once a week ?
>
That would of course be good but I suspect they are also loaded with
work and probably want to focus on answering support cases related to
people that contacts them instead of trying to find new support cases
through bugzilla.
The problem for the support team is probably also that in bugzilla they
don't have enough information about the user to start a support case,
they basically just have an e-mail address. I think the support team
probably like a to have a phone number they can use to directly contact
the user since direct contact often is needed to solve many support
issues.
I wonder if it would be preferred if bugs in bugzilla only was reported
by:
1. Logitech employees
2. Senior community members which typically knows how to verify that
the problem is real and provides enough structured information and
knows how to search bugzilla for duplicates before registering a new
bug. They could also typically have canconfirm permission so the bugs
gets confirmed immediately, shouldn't be a problems that these users
have confirm permissions.
3. Enhancement requests from any community members and these would be
confirmed only through votes, so any enhancement request that doesn't
have at least 3 votes wouldn't have to be touched by Logitech.
And all other users with problems, would requested to search bugzilla
and vote for bugs they have or contact support if they believe they
have a problem that doesn't exist in bugzilla.
The difference compared to today would basically be that we wouldn't
recommend new users to register a bug we would only recommend them to
contact support or search bugzilla for existing bugs. The result would
be that unconfirmed bugs would only be:
- Enhancement requests which not enough users are interested in
- Bugs reported by new users who have decided to not follow our advice
to contact the Logitech support team.
At regular interval we could go through unconfirmed bugs which aren't
marked as enhancements and recommend the reporting user to contact
Logitech support to get their problem solved or get a confirmation of
the bug.
Would this work or would it be too extreme ?
--
erland
Erland Isaksson ('My homepage' (http://erland.isaksson.info))
(Developer of 'many plugins/applets'
(http://wiki.slimdevices.com/index.php/User:Erland). If my answer
helped you and you like to encourage future presence on this forum
and/or third party plugin/applet development, 'donations are always
appreciated' (http://erland.isaksson.info/donate))
------------------------------------------------------------------------
erland's Profile: http://forums.slimdevices.com/member.php?userid=3124
View this thread: http://forums.slimdevices.com/showthread.php?t=80856
_______________________________________________
beta mailing list
[email protected]
http://lists.slimdevices.com/mailman/listinfo/beta
