I completely agree.

As I said, we can't always make someone's pet issue our top priority.
Given that we have basically 2.5 full-time engineers on our team, that
can mean waiting weeks or months for a fix to a lower-priority issue.
But we should absolutely be communicating during that wait, and the
author of that post has every right to be pissed.

One thing I have noticed, though, is developers going through our user
support track (via http://help.twitter.com) rather than contacting the
Platform Team via a...@twitter.com or by filing an issue on our issue
tracker. Our user support folks try their best, but they're often not
able to answer developer questions and are likely to hand that issue
off to our team and close the ticket. Contacting us developer-facing
folks is a much better way to get your issue answered.

On Wed, Sep 16, 2009 at 13:21, zippy_monster <alex.zep...@gmail.com> wrote:
> On Sep 16, 10:37 am, Alex Payne <a...@twitter.com> wrote:
>> Often times, we don't hear from unhappy developers until they're
>> already outraged and posting on their blogs or in this group. Please:
>> give us a chance to help you out first. We may not always be able to
>> make your particular issues our highest priority, but we'll give it
>> our best shot. If you're still pissed, then you can go vent :)
> Well take a look at the grumbling about the OAuth stuff.  Mixed in
> with complaints about OAuth are complaints about Twitter support being
> non-responsive.  Take a look at this from earlier this month:
> <http://homeculinaire.blogspot.com/2009/01/twitter-support-your-
> problems-are-far.html>
> That person was waiting two months(!) for a response, only to have his
> support tickets deleted.  I suspect a lot of the unhappy bloggers have
> indeed tried to contact Twitter, and that this group (and the blogs)
> are an outlet of last resort.  Understaffed or not, that sucks for the
> developers.

Alex Payne - Platform Lead, Twitter, Inc.

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