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Beyond game engines one of the things that drives me crazy about commercial software is when I find a bug, document it thoroughly, and submit it to the company

Beyond game engines one of the things that drives me crazy about commercial software is when I find a bug, document it thoroughly, and submit it to the company only to be ignored. Even with a support contract and on rather severe bugs it can be way too hard to get something fixed. I know I'm not the only person being bitten by this bug, it's all over the help forums and Reddit yet the company doesn't seem to care at all.

bricemo 5y ago
This is frustrating. I’ve been on both sides of it, what’s happening is that the team is likely juggling thousands of bugs in similar or greater severity, as well as their roadmap for new features. Some things just get deprioritzed over and over, even though everyone knows it sucks. It usually takes a rogue engineer in their extra time, or a dedicated “user love” budget (which I always implement on my teams) to fix it
- Beltalowda 5y ago
  I completely get all of that; it's just frustrating when you know exactly what the bug is, and can almost see the code causing it as well as the fix in front of you (conceptually), but ... you can't actually fix it. For example I once spent weeks working around a memory leak in a piece of very expensive commercial software; it was not a fun experience and extremely hacky, although it did work (I later heard there were problems after I left though, causing subtle financial issues and which took quite a long time to find/fix :-/). I don't expect anyone to fix our problems for us, I just want to fix my own problems. I don't expect everything to be Open Source; I'm fine if it's not. I also don't expect them to drop everything to fix this bug for me. But it is critical for our business, and please, let me sign an NDA or something and let me fix this bug. Everyone wins with this.
- johnnyanmac 5y ago
  Yea it sucks. I assure you it's not discarded, it's just marked as Jira ticket #8563, and during some periodic planning it's never the highest priority compared to immediate clients filing ticket #8654, directors filing an epic ranging from #8700-8712, etc. And it's not always something as easily implemented as the user thinks. Sometimes it goes that smoothly and everyone is happy. Sometimes it clashes with other future features the user isn't aware of yet or simply hit some nasty edge cases in testing. So it's now a low priority bug that is also non-trivial to fix. the worst kind. All I can say is to try and get other users to file the issue. The more user pain it causes the more it'll get prioritized.

bricemo 5y ago

This is frustrating. I’ve been on both sides of it, what’s happening is that the team is likely juggling thousands of bugs in similar or greater severity, as well as their roadmap for new features. Some things just get deprioritzed over and over, even though everyone knows it sucks. It usually takes a rogue engineer in their extra time, or a dedicated “user love” budget (which I always implement on my teams) to fix it

Beltalowda 5y ago
I completely get all of that; it's just frustrating when you know exactly what the bug is, and can almost see the code causing it as well as the fix in front of you (conceptually), but ... you can't actually fix it. For example I once spent weeks working around a memory leak in a piece of very expensive commercial software; it was not a fun experience and extremely hacky, although it did work (I later heard there were problems after I left though, causing subtle financial issues and which took quite a long time to find/fix :-/). I don't expect anyone to fix our problems for us, I just want to fix my own problems. I don't expect everything to be Open Source; I'm fine if it's not. I also don't expect them to drop everything to fix this bug for me. But it is critical for our business, and please, let me sign an NDA or something and let me fix this bug. Everyone wins with this.
johnnyanmac 5y ago
Yea it sucks. I assure you it's not discarded, it's just marked as Jira ticket #8563, and during some periodic planning it's never the highest priority compared to immediate clients filing ticket #8654, directors filing an epic ranging from #8700-8712, etc. And it's not always something as easily implemented as the user thinks. Sometimes it goes that smoothly and everyone is happy. Sometimes it clashes with other future features the user isn't aware of yet or simply hit some nasty edge cases in testing. So it's now a low priority bug that is also non-trivial to fix. the worst kind. All I can say is to try and get other users to file the issue. The more user pain it causes the more it'll get prioritized.