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> upgrading the software they told you this because they probably fixed the bug in a newer release. what response were you expecting, exactly? to dive in wit

> upgrading the software they told you this because they probably fixed the bug in a newer release. what response were you expecting, exactly? to dive in with a hex editor? for what it's worth we run into the same issues with our network devices, it's a pain in the ass, and that's why we're shifting to SDN.

mgkimsal 11y ago
Proper response would be something like "You've obviously put a lot of time in to this. Thanks. We actually had found that bug 4 months ago in R1892, and it's patch in R1899. Please upgrade, or let us know that you're, in fact, using R1899 and still experiencing the issue (it's issue #847 on our bug tracker at foobugz.xyz)" Or maybe... "You've obviously put a lot of time in to this. Thanks. We actually had found that bug 4 months ago in R1892, and we're planning on a maintenance release next quarter. If you'd like to test out our upgrade version, please contact jaz@balanceco.com and let them know you want to be in the testing group - he'll get you the appropriate documentation and code. Thanks for helping fix and test these issues!"
- beachstartup 11y ago
  right, so in other words, a software upgrade.
  - mgkimsal 11y ago
    In other words, acknowledge that someone did some work, and actually ask if they're using the latest version, and vitally - acknowledge that they read the correspondence and that upgrading will address the issue. "Update your software" is often a BS answer that can introduce many other issues or breakages in production systems. Without a clean "downgrade" path (which many companies don't provide) you run a risk of introducing more problems.
    - beachstartup 11y ago
      i think you're misunderstanding me. i'm agreeing with you - network device vendors are universally terrible across the board, and that's why nobody should count on them unless they absolutely have to. in other words, what i'm saying is to expect that kind of response is naive, and that you should seek alternatives.

mgkimsal 11y ago

Proper response would be something like "You've obviously put a lot of time in to this. Thanks. We actually had found that bug 4 months ago in R1892, and it's patch in R1899. Please upgrade, or let us know that you're, in fact, using R1899 and still experiencing the issue (it's issue #847 on our bug tracker at foobugz.xyz)" Or maybe... "You've obviously put a lot of time in to this. Thanks. We actually had found that bug 4 months ago in R1892, and we're planning on a maintenance release next quarter. If you'd like to test out our upgrade version, please contact jaz@balanceco.com and let them know you want to be in the testing group - he'll get you the appropriate documentation and code. Thanks for helping fix and test these issues!"

beachstartup 11y ago
right, so in other words, a software upgrade.
- mgkimsal 11y ago
  In other words, acknowledge that someone did some work, and actually ask if they're using the latest version, and vitally - acknowledge that they read the correspondence and that upgrading will address the issue. "Update your software" is often a BS answer that can introduce many other issues or breakages in production systems. Without a clean "downgrade" path (which many companies don't provide) you run a risk of introducing more problems.
  - beachstartup 11y ago
    i think you're misunderstanding me. i'm agreeing with you - network device vendors are universally terrible across the board, and that's why nobody should count on them unless they absolutely have to. in other words, what i'm saying is to expect that kind of response is naive, and that you should seek alternatives.