On Oct 3, 2017, at 3:49 PM, David Adams wrote: >> That’s not his job. It is the job of every 4D developer to report bugs to
>> 4D by opening a tech support case. >> And to refuse to close that tech support case, or allow it to auto close, >> until the bug is fixed. > > Sigh. Brining a fresh new flavor to the concept of "world class" customer > service... It is what it is. What’s more important, getting the bug fixed or bitching about customer service? I always vote for doing whatever it takes to get bugs fixed. Now for a story… Before I was a 4D developer, I worked for a small company that had an IBM System/36 computer. I was their “Data Processing Manager”. In other words I ran all the jobs on the computer and also did RPG programming on the system. Did some COBOL programming too. This was back in the 80’s before everybody at a company had a PC sitting on their desk. A few people had dumb terminals connected to the System/36. Users would come to me and report problems, bugs or changes to programs and I would handle them however I saw fit. It was a one man show. If you were nice, and I liked you, I would fix things for you. The company got bought by a bigger company that had a real IT department with a manager and programmer and other staff. The manager came to visit me and find out what I did and how things worked. This IT manager was now my boss. He asked me how I dealt with user requests. I said, they call me on the phone and tell me things, or stop by my office and tell me things. He said “don’t you have a programing change request form?" I said no, nothing official. No form they have to fill out. He said that changes today. From now on every program change request must be made in writing so we can track it. I told my new boss, I didn’t think the users here would like that. It’s too much work for them. And he said if the problem/bug they are reporting is so trivial that it is a waste of their time to complete a simple paper form, then it is not worth my time either. Maybe you could say I was providing “world class customer support”. I just thought I was doing my job. I was young, in my 20’s. He was in his 50’s and from the “real world”. Could be we are dealing with the same kind of situation. If all you are only willing to do is post a quick message on the iNUG and expect 4D Engineering to just to their feet and start investigating your claims from a iNUG message, you may be asking for a lot. 4D has a way to officially report a bug. If it’s too much work to use that system — create a tech support case — then they are not interested in devoting time to it. (Refer to my story above.) Just so I understand you correctly, in order for 4D Inc. to have “world class customer support” they need to take action for EVERY bug or issue reported on the iNUG. Some action must being taken by 4D Engineering. And details of those actions must also be reported to the world by a message post on the iNUG. I would agree with you that if they did that they would would be providing “world class customer support”. But is that realistic? Can you name other software development company that does this? Sorry to act like a hardon about this, but let’s get real because we live and work in the real world. Tim ******************************************** Tim Nevels Innovative Solutions 785-749-3444 timnev...@mac.com ******************************************** ********************************************************************** 4D Internet Users Group (4D iNUG) FAQ: http://lists.4d.com/faqnug.html Archive: http://lists.4d.com/archives.html Options: http://lists.4d.com/mailman/options/4d_tech Unsub: mailto:4d_tech-unsubscr...@lists.4d.com **********************************************************************
