[rkagerer]

That kind of attitude disgusts me. Like it's someone else's job to have a sense of accountability. They would not remain employed in my company.

When I developed software I would jump right on top of any bug reports immediately, and work until they were fixed. I was grateful to my customers for bringing them to my attention.

[nerdile]

It is different when you have a billion customers, all with different setups. At that scale, you notice real defects through product telemetry, support ticket volume, or trusted channels. You receive a high volume of bug reports that are due to user confusion, misconfiguration, or misbehavior of other software on the device - where solving an issue for one customer doesn't result in improvements for the other billion. Triage, filtering, and winnowing are necessary here.

[rkagerer]

I got a lot of those too, it meant I inevitably did a little bit of free tech support for my customers. In the end I felt it was worth it as they raved about the quality of support and it was a real differentiator - not to mention built a lot of brand loyalty (and internal staff loyalty too once I grew enough to build out a team - they derived real satisfaction from actually solving problems instead of playing ping-pong).

I agree regarding the need to triage at scale, unfortunately most large companies I've encountered fail to do this well and seem ill-equipped to accept high quality bug reports of edge case defects generated by expert users (save for the odd exception that arrives by social media from someone who happens to have enough followers to get their attention outside the regular support pipeline).

In my experience this doesn't usually boil down to a systems issue (the ticketing systems etc. exist that should theoretically allow for eventual escalation to the right engineer/developer) but a corporate culture thing (the company just doesn't prioritize customer feedback especially at the level where staff who actually deal with customers interface with the teams that write/maintain the software). Often it's genuinely valued at the C-level (the Bezos story of calling Amazon"s tech support line during an exec meeting is a fun example) but diluted somewhere between them and the rank-and-file.

(Ps. I'm not arguing with you and appreciate you took the time to craft a thoughtful reply)

[account42]

It should be the other way around - at billion customer scale you should be responsible for how your product interacts with other software whose developers have less resources than you.

[eob]

My guess it's just the emergent behavior that results when a company doesn't provide developers time to fix bugs.

If their week is already booked full just trying to keep up with the roadmap deadlines, a bug ticket feels like being tossed a 25lb weight when you're drowning.

You could say: "but have pride in your work!"

But if your company only values shipping, not fixing, that attitude doesn't make it through the first performance review.

[nradov]

What I've found to be most effective for program management is to set aside a maintenance team separate from the feature teams. The roadmap is then planned without counting anything for the maintenance team and they deal with bug tickets as they come in. Rotate the assignment periodically so that every developer has to occasionally spend a few months on the maintenance team.

[daheza]

Doesn’t this lead to problems like the feature team pushing buggy code and having no accountability or responsibility to deal with it?

My preference is to treat the defects like feature work, size and plan. Yes you might not get all the feature work done but the team is accountable for everything they make

[nradov]

There's a lot more to effective program quality management than I can explain in a comment here. Forcing all developers to rotate through the maintenance team is one incentive not to ship crap because they might end up having to deal with it anyway. But more importantly you have to shift left the quality assurance and control activities to minimize the risk of defect leakage in the first place. And set up a closed-loop system where any leaked defect triggers a rigorous root-cause analysis that results in further process improvement.

[hsbauauvhabzb]

You’ve just described AGILE development, a way for product owners to backlog code rot while empowering developers to feel like they have a say in things.