| > I wonder how flows like that happen. These flows are intended to dissuade problem reports, because the business is too big to care. I once reported a ui bug to Discord(the game chat). This is how it went. - me wrote an elaborate email and screenshots of the problem with step-by-step guide to reproduce it - support responded me by asking build version, my os version, device type - me screenshot all the requested details + manually wrote down in response email so someone can also copy-paste somewhere directly from my email - support responds by asking me to clear my iphone cache(sending me a guide for Android's App data cleaning process) and see if issue persists - me respond that it is not Android and since I knew what they will ask, I have uninstalled, reinstalled, logged-out, logged in and documented the whole process by recording my screen while doing it - support, please try to logout, then uninstall and reinstall again - me begrudingly do it again(record screen), send them everything - support, could you try updating your device OS?
- me check for updates, iOS says it is latest, me send screenshots - support, can you try disconnecting and reconnecting to your network or rebooting your device? - me follow the steps(by recording my device using another device) and send it back - support, can you try factory resetting your device - me get pissed off, I mean c'mon, the issue is that, the client is incorrectly handling the on-screen keyboard events and has nothing to do with my device,
but giveup anyways and write on twitter that I tried to report an ui bug, is there some engineers I can reach out to? - twitter official DM me and what do you know, it was the same person who was responding to my emails and tells me, if I tried resetting my device to factory default, else they'll close my ticket as not reproducible I just gave up and uninstalled discord. I mean, sure there are lot of useless problem reports, but when your user goes on to extreme lengths to document an issue and cooperates, please take it seriously. In most cases, the whole script is intended to deter the less patient consumers/users and not actually solve any problems. In some cases, the support is just an outsourced team with no connect/contact with actual team or the product. |