Philip Meyer;565952 Wrote:
> If I was a user who had gone to the bother of raising a bug, I'd be a
> bit miffed if I didn't get a response within say a couple of weeks.
> Even if it was an auto-reply "we acknowledge the receipt of your bug
> report, thank you".
>
> I wonder what the process is for support calls - how many calls are
> closed through telling the user that their issue is a (known/new) bug.
> Do support raise bugs when users report problems - are they confirmed by
> support?
>
> Support may be overwhelmed, but that's to be expected when there are
> 2615 open bug reports against the product (1738 if you ignore trivial
> and enhancement requests). That's an indication that there are
> problems that people will be experiencing and thus continually calling
> support about. Fix some bugs, and there may be be less support calls.
>
All this is the main reason why I'm starting to feel it might be better
to refer new users to the support instead of asking them to file a bug.
It will make Logitech support staff more aware of the problems users
have and if will result in faster feedback to the user an we can avoid
a lot of incomplete bug reports and duplicates in bugzilla.
At the moment it feels like we are "hiding" the problems in unconfirmed
bugs which also results in frustrated users who feels ignored. The
Logitech support staff might also not be aware of all the frustrated
users as long as they don't monitor these forums.
The situation for enhancement requests is a bit different, for
enhancements it feels like voting could be a good idea. Enhancement
requests with less than three votes are probably not worth to consider.
--
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))
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