+1 for Eric... He is a good man.
Jeremy
-----Original Message-----
From: Ann K. Blombach
Sent: Wednesday, November 30, 2016 9:12 AM
To: 'Jeff Evans'
Cc: [email protected]
Subject: RE: FPShowHideFontPanel crash on Sierra
Just want to add yet another voice to the growing chorus. On the bright
side, Apple has come a long way since I started developing for Macintosh
back in 1985. My very first system bug report cost me money because the
only way to file it was to pay for a Developer Tech Support Incident. My
second system bug report worked the same way except that time Apple refunded
my money because I was the one who came up with a workaround solution for
the system bug. So it's better than it used to be, but still definitely not
good. Maybe it's because of my previous bad experiences with Apple, but
whenever I run into something that looks like a system bug, I work night and
day to find a workaround myself instead of taking the problem to Apple. I'm
sure there are others like me out there. Also, it at least used to be
Apple's policy that if one bug report had been filed on about a specific
problem, we were supposed to keep checking to see how progress on that
report was coming along--NOT to file another bug report ourselves. So
relying on how many bug reports are filed on the same bug seems like a very
bad idea.
Having said all that, Apple folks like Eric are wonderful. They're the
reason I've stuck with Apple as long as I have instead of giving up in total
despair. A few very helpful folk can help to make up for a multitude of
neglect and mistreatment by others. A big thank you to Eric and the few
other people I've dealt with at Apple who are like him.
Ann
-----Original Message-----
From: Jeff Evans [mailto:[email protected]]
Sent: Tuesday, November 29, 2016 5:18 PM
To: Mark Lucas <[email protected]>
Cc: [email protected]
Subject: Re: FPShowHideFontPanel crash on Sierra
I hope it is not misuse of this list to add another voice to that of Mark -
we received two user complaints about the font panel problem in our legacy
apps, but it must have bothered many many more who didn't complain or who
didn't realize the problem was with the font panel - as far as they were
concerned, the computer or our software was just acting up. It took me a
while to realize the problem was in system code, and I didn't file a report
either; by that time Apple had heard about it. So certainly one should not
take a low number of bug reports as evidence that a problem is not causing
much trouble. Especially something so integral to so many older apps; any
program offering a font choice is likely to have people using that
mechanism.
Jeff
On Nov 29, 2016, at 2:02 PM, Mark Lucas wrote:
On Nov 29, 2016, at 3:00 PM, [email protected] wrote:
the fact that it existed through at least one major OS release prior to
being reported indicates that it's not causing big problems for lots of
people - if it were, we'd have a lot more reports.
Hi Eric,
Please don't take this personally, but while that's apparently a common
perception at Apple I feel compelled to respectfully point out that it's not
even remotely true.
For example no matter how many users of our authoring tool experience a
given problem, you're vanishingly unlikely to receive more than one bug
report documenting it. That's because few of these folks have developer
accounts, and fewer of those who do will ever file a bug themselves about it
(because they're busy, and without the source code they literally have no
clue what's going wrong, where, or why, and use these tools specifically to
avoid needing to). So anything I file a report against (unless explicitly
noted otherwise) typically affects hundreds or thousands of loyal longtime
Mac developers all over the world. But if I can't fix or work around a
problem in Apple's code they complain only to ME, not to you (and I file the
aforementioned lonely report, which typically sinks without so much as a
ripple).
Due to their work environments most of these folks are not 'bleeding edge'
adopters either, so such a bug not being officially reported for an entire
OS release indicates little to nothing about how catastrophically
show-stopping it may ultimately prove to them and their users/employers.
That can (and does) delay or prevent entire organizations from updating
their OS or buying new machines that fatally break legacy in-house apps they
depend on (which often are a principal anchor to the Mac platform) that
upgrading would force them to rewrite from scratch. Not to mention SERIOUSLY
pissing them off, and forcing them to question their decision to live in a
walled garden.
And I can't possibly be the only one in this position, which means there's
undoubtedly a whole flotilla of such 'big problems for lots of people' that
are effectively invisible to 'radar' yet still have a significant and
ongoing negative impact on Apple's customer/developer (ahem) loyalty and
bottom line.
Just sayin'...
<<climbs down off soap box>>
-Mark
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