Re: Reporting bugs... (Was-- Re: Xcode bug)
Re: Reporting bugs... (Was-- Re: Xcode bug)
- Subject: Re: Reporting bugs... (Was-- Re: Xcode bug)
- From: j o a r <email@hidden>
- Date: Tue, 28 Oct 2003 23:48:37 +0100
On 2003-10-28, at 21.56, Henry McGilton wrote:
Rest assured that Apple does not ignore bug reports.
I am sure that Apple do not ignore bug reports. However, the
minimal level of feedback gives one the perception that the bugs
are just being filed away.
Don't give up, because this is not true most of the time. Keep filing
bugs, and try to make the bug reports as good as possible. Think to
yourself, "what would I like to see in a bug report from one of my
users". Include screenshots, backtraces, sample code, steps to
reproduce, et.c.
I have submitted three bugs this year. Two of them were bugs in
Safari.
One problem is in the window server itself.
I don't think that a 30 % rate of fixed bugs for the bugs you report is
bad - in fact I think it's pretty good. Perhaps if you submitted more
bugs you would be in a better position to judge how bugs are handled -
statistically that is. I don't know how many bugs I submit per year,
150 - 200 probably, and I'm generally very happy about how they are
handled.
I understand that they don't have time to write personal letters to me
for every bug that I submit, and I understand that they have lots of
things to do and might not think that my bugs are the ones that are
most important.
But the feedback I got on it after it was fixed was less than
encouraging. Instead of saying 'we fixed that bug with Version 1.0',
the feedback stated 'we can't reproduce the bug in Version 1.0'.
You have to read it right. What it says is: "We have fixed the bug, at
least we think so because we can no longer reproduce it. Please help us
verify that the bug is fixed, and let us know if you can still
reproduce it". They are polite enough to not tell you that the bug you
reported has been fixed, unless you confirm that you can no longer
reproduce it.
Apple need to raise their consciousness to the fact that bugs in Mac
OS X can manifest themselves as bugs in developer products,
You seriously don't think that they know that?
and when they do, it's the developer who gets the E-Mail from
customers. Maybe if I relayed my customer's bug reports straight to
Apple support, there might be a better appreciation of the problem.
Do you publish your full bug / feature database on the Internet? I
looked at your site, but couldn't find it. I couldn't even find a
support section as a matter of fact.
I don't see why Apple shold do this. Sure it would be fun to read, but
what would be their competitive advantage? Do you know of any big
commercial company that does that?
j o a r
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