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Re: OT: the effectiveness of Apple's bug report form?

It sounds as though there is a consensus that if Apple would give better feedback about the progress of bugs it would be a great improvement to their system. I agree totally.

However, keep in mind that Apple is a tight-lipped company. If I wanted to find out their plans for a new product, I could figure it out perhaps by submitting a few strategic bug reports... :-) Food for thought.

On Jan 25, 2007, at 10:38 AM, Bob Portmann wrote:


--- Jean-Baptiste Yunès <email@hidden> wrote:


Le 24 janv. 07 à 21:30, Rich Cook a écrit :

Perhaps it depends on the group receiving the bug report.  With
X11, they seem to respond quickly. My experience has been the same

as Scott Buchanan's. 
I agree with this... Even if they do not answer quickly they really
took my report in account (some jvm bug I found). What was strange to

me, is that they asked me for some more information (it seems that
many different engineering teams were involded, more "deep" engineers

each time), to justify why my bug need to be corrected, etc. but I've

never received any information about the correction itself, neither
if it was interesting to correct it! I discovered, after installing
the next release from Apple, that the bug was corrected (sure it was,

that wasn't a side efect of the new release).

Jean-Baptiste
working on it. Bugreport.apple.com is a black hole as far as I
can
see. I find open source projects to be much better at responding
to
bugs (and people criticize open source for a lack of support). 
At least to my opinion, it is absolutly normal that the reporting
system is "dark grey" (not fully black)... It is Apple's
responsability to do things with your bug!!! It takes so many time
(then money) to correct them, that prioritizing bugs/corrections is a

very standard process. Apple may even think that your bug is not
important, even if it is for you (it is always important for you!).
I'm not sure that it is very significant to compare the two systems:

they are too different.

I completely disagree with this. My problem with the Apple bugreport
is the complete lack of response (in my case). If they do not think it
is important then they should reply to my report and say this. As it
is they say nothing, and 10 months is enough time for them to say
something. I would also expect someone to try to reproduce it (and
provide feedback), so it could be triaged correctly. There is not
evidence this occurs.

Are you sure that it is necessary that
someone correct a bug when a new version of the product (in which
your bug will be bogus) is in development and be released soon.

If it is going to get fixed in a new version, a short note stating this
in the bugreport would be sufficient.

Ok
this does not cost nearly anything in open source so it may be ok
(but you may think of the time lost and not used to do more
interesting things), but this is not the case for companies... The
sole exception to this is "security holes", and it seems that Apple
correctly consider those aspects. It is a real hard job to decide
what to do with bugs...

I fail to see the difference here between open source and apple. Both
should desire to fix as many bugs as possible. Both want to keep users
happy. Both need to prioritize the fixing of bugs. The difference is
that open source projects tell you what they are working on, apple says
nothing.

Bob



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--
✐The primary task of most software projects is to discover and resolve these unknowns rather than to build a system. -- Philip G. Armour
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Richard Cook
✇ Lawrence Livermore National Laboratory
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(opinions expressed herein are mine and not those of LLNL)

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 >Re: OT: the effectiveness of Apple's bug report form? (From: Bob Portmann <email@hidden>)



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