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What a horrible response by the dev investigator. The thread has all the info you need: the QR scanning functionality truncates TLDs to 2 characters. And provid

What a horrible response by the dev investigator. The thread has all the info you need: the QR scanning functionality truncates TLDs to 2 characters. And provides a list of a dozen examples. The dev replies with "hi, thanks for the bug report, please provide a memory dump and a screen recording." How about they just try it out? Do they not have phones?

johnny-fun-time 5y ago
This is almost certainly a scripted/automated comment (source - triaged external bug reports as a Google eng for several years). Difficult to use human touch when dealing with >>> thousands of bug reports.
- akersten 5y ago
  I get it's a canned message, but surely part of that external triage would be "is there enough info here that we could reasonably just assign this to an intern to try out before needing to even ask for a crash dump [and insert corresponding "we're looking into it" message]." Unless it's a purposeful barrier to entry, which I also cynically understand.
- nikanj 5y ago
  Makes sense. Google goes to incredible lengths to avoid having one person do a job well, when a microservices-based machine-learning hyperscale blockamothing can do it incredibly poorly.
deleted 5y ago
[deleted]
darknavi 5y ago
> How about they just try it out? Do they not have phones? Not sure what this has to do with Diablo Immortal /s
mkl95 5y ago
Well, it may not be up to the dev. I bet some manager created some "process" to control how devs interact with people.
- gambiting 5y ago
  Sure. And that process is stupid in that case, and should be called stupid. If Google refuses to create a bug report themselves even though the issue is clearly described, then they can get lost.
ohgodplsno 5y ago
Par for the course for Google's "issue tracker". Bugs get ignored in triage for years, Google doesn't take external patches for Android, issues are left without update or closed because they did not respond.
tialaramex 5y ago
That's probably what they're incentivised to do. Chances are that "clearing" a dozen bugs that amount to "I am a fool and pressed A when I meant B, but I raised a ticket about it" is worth far more to an L1 queue monkey than correctly diagnosing a real bug that should have been caught during QA by somebody way up the ladder, and can be done quicker too. Also, you ask if they don't "have phones" but to see this they need Android 12, if you bought a new high-end Android phone it might have Android 12. If you bought one last year, maybe it's qualified to upgrade to Android 12 but clearly this brings some bugs as illustrated. If your phone was not top of the line and you bought it say, before the pandemic, chances are you can't run Android 12 at least not today and perhaps ever. Now, L1 support monkeys aren't flipping burgers or cleaning hotel rooms, I'm sure they do own phones, but there's no reason they own a good phone on whatever they're earning and if they do maybe it's an iPhone, which of course can't run Android 12.
- deleted 5y ago
  [deleted]
_jal 5y ago
That's when I tell them I'm dumping their product. Seriously. I sit on the other side of this a lot of the time, and bullshit like this makes everyone's troubleshooting harder. I'm happy to work with someone to troubleshoot a problem, but blindly ask me to waste my time, and I'll usually walk away. Someone else can dance for your pleasure. I have gotten a lot shorter with this sort of thing, but that's because I've been burned being patient. Push all the effort and costs on to me and you won't have me as a customer. (I am neither Google customer nor product.)
CobrastanJorji 5y ago
We both saw a request for more information met with the reply of "get over yourself," but we came to different conclusions about whose response was horrible.
- gambiting 5y ago
  If I describe an issue exactly and the company goes "yeah that's great, can you just do all these extra steps for us first before we can even accept a bug report" then sorry, I'm not going to. Your loss.
- akersten 5y ago
  To be fair to me, I actually stopped reading when I got to the support response, and came here to post. So it's comforting that the bug reporter independently arrived at the same frustration.
notyourday 5y ago
Google engineers are good at white boarding and terrible at coding.
readams 5y ago
That's not a dev; that's just someone assigned to triage the queue and get more information from users.
- akersten 5y ago
  I assumed it was a developer because in my experience with issue trackers, it's always been developers who get assigned to fix things. And this looks more like an issue tracker than a tier 1 support site. But if that's the case, my point stands - it was the wrong canned response for the support representative to use. I can't tell one way or the other from that interface the roles of all involved. But I'm not sure it matters.
kahrl 5y ago
It is insulting the the reporter who spent time and energy detailing this issue in written form.
sli 5y ago
"Attach the file to this issue," followed immediately by: "Note: Please avoid uploading directly to the issue using attachments."

johnny-fun-time 5y ago

This is almost certainly a scripted/automated comment (source - triaged external bug reports as a Google eng for several years). Difficult to use human touch when dealing with >>> thousands of bug reports.

akersten 5y ago
I get it's a canned message, but surely part of that external triage would be "is there enough info here that we could reasonably just assign this to an intern to try out before needing to even ask for a crash dump [and insert corresponding "we're looking into it" message]." Unless it's a purposeful barrier to entry, which I also cynically understand.
nikanj 5y ago
Makes sense. Google goes to incredible lengths to avoid having one person do a job well, when a microservices-based machine-learning hyperscale blockamothing can do it incredibly poorly.

deleted 5y ago

[deleted]

darknavi 5y ago

> How about they just try it out? Do they not have phones? Not sure what this has to do with Diablo Immortal /s

mkl95 5y ago

Well, it may not be up to the dev. I bet some manager created some "process" to control how devs interact with people.

gambiting 5y ago
Sure. And that process is stupid in that case, and should be called stupid. If Google refuses to create a bug report themselves even though the issue is clearly described, then they can get lost.

ohgodplsno 5y ago

Par for the course for Google's "issue tracker". Bugs get ignored in triage for years, Google doesn't take external patches for Android, issues are left without update or closed because they did not respond.

tialaramex 5y ago

That's probably what they're incentivised to do. Chances are that "clearing" a dozen bugs that amount to "I am a fool and pressed A when I meant B, but I raised a ticket about it" is worth far more to an L1 queue monkey than correctly diagnosing a real bug that should have been caught during QA by somebody way up the ladder, and can be done quicker too. Also, you ask if they don't "have phones" but to see this they need Android 12, if you bought a new high-end Android phone it might have Android 12. If you bought one last year, maybe it's qualified to upgrade to Android 12 but clearly this brings some bugs as illustrated. If your phone was not top of the line and you bought it say, before the pandemic, chances are you can't run Android 12 at least not today and perhaps ever. Now, L1 support monkeys aren't flipping burgers or cleaning hotel rooms, I'm sure they do own phones, but there's no reason they own a good phone on whatever they're earning and if they do maybe it's an iPhone, which of course can't run Android 12.

deleted 5y ago
[deleted]

_jal 5y ago

That's when I tell them I'm dumping their product. Seriously. I sit on the other side of this a lot of the time, and bullshit like this makes everyone's troubleshooting harder. I'm happy to work with someone to troubleshoot a problem, but blindly ask me to waste my time, and I'll usually walk away. Someone else can dance for your pleasure. I have gotten a lot shorter with this sort of thing, but that's because I've been burned being patient. Push all the effort and costs on to me and you won't have me as a customer. (I am neither Google customer nor product.)

CobrastanJorji 5y ago

We both saw a request for more information met with the reply of "get over yourself," but we came to different conclusions about whose response was horrible.

gambiting 5y ago
If I describe an issue exactly and the company goes "yeah that's great, can you just do all these extra steps for us first before we can even accept a bug report" then sorry, I'm not going to. Your loss.
akersten 5y ago
To be fair to me, I actually stopped reading when I got to the support response, and came here to post. So it's comforting that the bug reporter independently arrived at the same frustration.

notyourday 5y ago

Google engineers are good at white boarding and terrible at coding.

readams 5y ago

That's not a dev; that's just someone assigned to triage the queue and get more information from users.

akersten 5y ago
I assumed it was a developer because in my experience with issue trackers, it's always been developers who get assigned to fix things. And this looks more like an issue tracker than a tier 1 support site. But if that's the case, my point stands - it was the wrong canned response for the support representative to use. I can't tell one way or the other from that interface the roles of all involved. But I'm not sure it matters.

kahrl 5y ago

It is insulting the the reporter who spent time and energy detailing this issue in written form.

sli 5y ago

"Attach the file to this issue," followed immediately by: "Note: Please avoid uploading directly to the issue using attachments."