Quote:
Originally Posted by davidfor
It depends on what you want to report. And when. I can report a bug, but, then it will have to get into their bug tracking and planning system. There's a fair chance it will look like an internally reported bug. Bugs reported through official channels by customers will probably get a higher priority. And get more visibility in whatever tracking system they use. Or at least they would in any place I have worked. Getting a bug that we noticed fixed was always harder than if a customer had noticed it.
And it is even more important for a behaviour change. Frequently, if a customer asks for something, it won't matter how important other things are, or how bad the idea is, the developers will be told to do it.
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Somewhat OT but one bug I really wish Kobo would fix is not on their ereaders or apps but on their website (and I've reported it several times). I like to pre-order books but I've mostly stopped because I occasionally decide to cancel a pre-order and am unable to do so because I get an error message whenever I try to get to my purchase history screen. CS reps can't do the cancellations either so they just tell me they'll escalate the problem and if the order isn't cancelled before the release date (which it never is) I need to report it again, referencing my original request number, to get a refund.
They tell me the problem is that my library is too large.
I remember reading several years ago on the old Amazon Kindle forums that people with large Kindle libraries had a similar but worse problem in that they were unable to even navigate the process of downloading their books! It was quite a while before it was fixed and meanwhile Amazon refused to issue refunds for the inaccessible books.
It all seems to be a remarkable lack of foresight. The programmers must all have been too young to remember y2k.
