Quote:
Originally Posted by Kolenka
As a developer myself, I can fully appreciate both sides of the fence when it takes time to test and roll fixes out to folks.
- It sucks for the dev because you have a fix, have tested it and handed it off to be pushed out... but you still get the flak from everyone still suffering from it, and want to know why it isn't available ASAP if it has been fixed.
- It sucks for the customer because the dev is telling you it has been fixed, and may even tell you when it will be available, but you still have the problem and don't trust the dev who missed in the first place.
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And it sucks for support because you spend so much time trying to set appropriate expectations based on cryptic statements from the devs, while getting serious tongue lashing from customers who really really want to drag more concrete promises from you. And if a customer demands a manager, you have to answer the same questions to that manager, who is likely promising the customer the moon without understanding anything, especially if it's a manager in the sales channel...