Re: OT: the effectiveness of Apple's bug report form?
Re: OT: the effectiveness of Apple's bug report form?
- Subject: Re: OT: the effectiveness of Apple's bug report form?
- From: "Ambrose Li" <email@hidden>
- Date: Thu, 25 Jan 2007 09:48:58 -0500
On 25/01/07, Jean-Baptiste Yunès <email@hidden> wrote:
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. 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. 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 disagree completely. You obviously do not report bugs to open-source projects.
Apple certainly would care about security bugs. But they---especially
since they are Apple---they would also care about bugs that affect
their image.
My bugs mostly are very trivial things, but makes the OS look really
bad from a user's point of view---spelling mistakes, grammatical
problems, translation errors, and the like. And fixing such bugs are
mostly entirely trivial. As to why Apple would apparently not care
about their own image in their handling of bugs---when their marketing
strategy seems to be entirely image-based---I cannot comprehend at
all.
For such trivial-to-fix-but-serious-in-the-users'-viewpoint bugs, I
also disagree that they should also get fixed only in the next
release. They should be fixed also in the current release, even one
previous release.
And I am not talking about bugs which "will be bogus". I am talking
about bugs that "remain non-bogus" across releases.
I also do not agree that open source projects give good bug feedback
because it is free (this is also very strange reasoning, IMHO). They
good bug feedback because they treat the bug reporter as a peer (or at
least---in the case of the worse projects---a user that can help
them). That is, in a sense, open-source projects' bug reporting
procedures tell you that they treat you as a developer, and in
practice typically really treat you as a developer.
With the bugreport.apple.com form it is the reverse: they claim to
treat you as a developer (because you need a developer account to sign
in), but they treat you worse than a (open-source) user; it is
naturally very easy to get very discouraged.
--
cheers,
-ambrose
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