another appreciated response, however at this point, i feel it necessary to give you some feedback you may not like, but hopefully is considered constructive:
ChrisOwens;182965 Wrote: > It is our goal to have every bug report get a human response, but we > have gotten a bit backlogged. We've hired some people (with Logitech's > money :), and we're working our way up to the present. Please bear with > us. However, as I describe below, if your goal is getting prompt and > effective support, the bug database is not where you want to be. but what if it is a bug, not a support issue? the thrust of this post seems to be 'don't files bugs, call support.' well, i have filed bugs and they were bugs, not support issues. ChrisOwens;182965 Wrote: > One persistent problem for QA, though, is that many users report bugs > that turn out to be really support issues. We'll try and help, but > especially if you want a prompt answer, you're almost always better off > contacting [EMAIL PROTECTED] Their job is helping you fix *your* > problems and they're really pretty good at it. QA's job is finding > problems, making sure they're correctly documented with step-by-step > instructions for how to reprodce, and assigned an initial priority. i absolutely can see where it could become overwhelming for the bug system when users take their genuine support issues there, which are not bugs. i definitely see that. but this just gets back to the human element... if when a user files a bug, a human were to read it at SD and respond, i'd bet most of the mischaracterized bug reports could be filtered out right then, and referred to support. i know in my case, the 3 bugs i have filed are indeed bugs, and that doesn't include a 4th bug that i did try to take thru support, with extremely disappointing results. luckily, after about 6 months, i was able to make headway with andyg here on the board, but it is merely a workaround, the bug still exists. (more on that in a bit) ChrisOwens;182965 Wrote: > A lot of times our initial replies to bugs seem to be interpreted that > we don't believe the bug report. I believe you! But it's a more > effective bug fixing process if we are be able to reproduce it. The > developer can watch it happen in detail, and formulate the exact best > fix and QA can evaluate the fix to make sure it worked. sure... but what about when you can't duplicate it thru no fault of the user? yet it is a SD bug? my jpg bug was just like that. but what really disappointed me was the SD reaction to the net radio streaming bug. when 6.5 (or whatever it was) introduced non-proxied direct streaming of net radio directly to the SB, it made my SB useless to me as i use it to listen to one stream 90% of the time i use it at all. unless i'm mistaken, i was the first person to bring this issue to SD's attention, which i did first here on the boards. as time passed, i got nowhere, and the constant focus on me, and my setup, my microwave, and everything else got ridiculous. i realize those items must be eliminated first, but when i had done so and it was time to move the focus from me to SD, i found it was IMPOSSIBLE to do so. when i did eventually try support directly, the response was horrible. there is no other way to describe it. i can forward you the emails if you like, but it was no help at all. and i'd be shocked if they filed a bug based on my situation. the situation, which i eventually gave up on as it was like banging my head against the wall, only got resolved when other board posters started posting the same issues i was having. at that point i jumped back in. thats when andyg, (about whom i want to be clear, i have no personal complaints), enacted a workaround so streams could be forced to proxy. but that took at least a minimum of 6 months, and other peoples complaints, to enact. in that time, i barely used my SB at all. so going thru support, was a dismal deadend. i think you should be aware that bad experiences like that make people not want to even try support. and it is also worth nothing, that the bug still exists! but is there a bug filed for it??? i don't know... the point is, i must now have a computer on to listen to my stream. this is not the way it should be. i should be able to listen to my stream without a computer on. but is there a bug filed or being worked on to fix this? i have no idea, and support did nothing to help. so chris, i'm sorry if i sound like a crank, and again i want to be clear that i think andyg does the best job he can do given the circumstances, but having said that, SD does need to pick it up. in closing i just want to reiterate: 1. a human response in 24 hours of filing a bug is really needed. that would be a great time to refer bugs to support that SD likely considers support issues, not bugs. 2. after that, within lets say 5 business days or so, a response from SD should come saying they were, or were not, able to reproduce the bug, or that upon further examination, it is thought to be a support issue (should that turn out to be the case), or that more time is needed, (5 days at a time). i mean all the above constructively, no personal insult intended. thx, -mdw ps. let my crucifixtion belatedly begin... -- MrSinatra www.LION-Radio.org Using: Squeezebox2 w/SS 6.5.2 (beta!?) - Win XP Pro SP2 - 3.2ghz / 2gig ram ------------------------------------------------------------------------ MrSinatra's Profile: http://forums.slimdevices.com/member.php?userid=2336 View this thread: http://forums.slimdevices.com/showthread.php?t=33033 _______________________________________________ discuss mailing list [email protected] http://lists.slimdevices.com/lists/listinfo/discuss
