on November 11, 2009 9:13 AM
I opened a support request over a month ago with a very large software company about a problem I was having getting one of their features to work.
The support rep was unable to get the feature to work on our server.
After weeks of really ineffectual support (I can google things by myself), I pressed for a workaround from them and was given one, but when I asked if a bug had been opened against the feature I was told no because "it works, it just fails in some cases."
Me: "You're kidding, right?"
Him: "No, it works unless you have some custom objects."
Me: "Well, shouldn't it at least identify these problem cases and handle them gracefully?"
Him: "I'll talk to the dev team and see what they say."
I hope they smack him upside the head.
The support rep was unable to get the feature to work on our server.
After weeks of really ineffectual support (I can google things by myself), I pressed for a workaround from them and was given one, but when I asked if a bug had been opened against the feature I was told no because "it works, it just fails in some cases."
Me: "You're kidding, right?"
Him: "No, it works unless you have some custom objects."
Me: "Well, shouldn't it at least identify these problem cases and handle them gracefully?"
Him: "I'll talk to the dev team and see what they say."
I hope they smack him upside the head.
I think you should have reached through the phone and smacked them all upside the head.
Inexcusable. If it fails in some cases, then it's failing and needs to handle those cases... even if all it does is fail gracefully.
Sheesh!