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Mozilla has offered to call the OP, too. I’m curious on the outcome.

by alcide 11mo ago

benatkin 11mo ago
They said sorry for how you feel about it which is insincere and unhelpful.
- Incipient 11mo ago
  My partner has been picking me up on the specifics of wording. Is there a slightly different phrasing that would make this better, or is it the sentiment that's crap? "I'm sorry for how these changes impacted you"? Personally just the sentiment feels insincere to me haha.
  - pseudalopex 11mo ago
    The sentiment is more important. But I'm sorry for how you feel suggests to many people the sole problem was their feelings. I'm sorry for how these changes impacted you suggests the changes could have been wrong.
  - mewse-hn 11mo ago
    I don't think it's the specific phrasing. They could have said "I'll contact you by email to try and understand your concerns" and it's still dodging the explicit, concrete list of grievances. However, "let's hop on a call" is just additionally dismissive.
  - 4bpp 11mo ago
    Two things stand out, besides what has been already mentioned. * The infantile corporate-cutesy wording "hop on a call" is not appropriate when talking to somebody who feels that you deeply wronged them. It has the same vibes as cheery "Remember: At Juicero, we are all one big family!" signatures on termination notices, and Corporate Memphis. * In the first sentence, Kiki says "about the MT workflow that we just recently introduced". Why is this level of detail shoehorned in? Everyone in that conversation already knows what it is about. It's as if Kiki can't resist the temptation to inject an ad/brag about their recently introduced workflow for any drive-by readers. "I'm sorry you were dissatisfied with your Apple(R) iPlunger X(TM), which is now available at major retailers for only $599!"
  - petre 11mo ago
    The response was likely also written by AI so there is no point analyzing it. It just ads insult to injury.
  - kentm 11mo ago
    Don’t use passive voice in an apology. “We’re sorry that we made the change without consulting your team or considering your circumstances.” The change did not fall out of thin air. It was something they did. If they do not own it explicitly then it’s insincere full stop.
- crazygringo 11mo ago
  How? They don't know what exactly has gone wrong. All they can say sorry for is for how the person is feeling. Then they want to get on a call to learn more. Which is the start of helping. The response is as sincere and helpful as it could be for an initial response from someone who wants to figure out what the problem is.
  - rileymat2 11mo ago
    But he lists the problems? Pretty unambiguously.
    - crazygringo 11mo ago
      The problems are nowhere near actionable. A lot more information is needed. E.g. literally the first bullet: "It doesn't follow our translation guidelines". OK -- where are those guidelines? Is there a way to get it to follow them, like another commenter says works? Does the person need help following the process for that? Or is there a bug? Etc. These are the things a call can clarify. It's the necessary first step, so why are people complaining?
      - BrenBarn 11mo ago
        They are actionable by entirely canceling the machine translation operations in that community,
      - handoflixue 11mo ago
        > where are those guidelines? It's entirely possible that such information is well-known to everyone involved in the translation community. I would consider it outright insulting if someone who ostensibly "wants to help" doesn't know basic information like that - if the people making decisions about SumoBot are NOT aware of basic information like "where to find the local translation guidelines" then they are presumably not qualified to release a tool like SumoBot in the first place.
        kentm 11mo ago

Mozilla has offered to call the OP, too. I’m curious on the outcome.

by alcide 11mo ago

Mozilla has offered to call the OP, too. I’m curious on the outcome.

benatkin 11mo ago

They said sorry for how you feel about it which is insincere and unhelpful.

Incipient 11mo ago
My partner has been picking me up on the specifics of wording. Is there a slightly different phrasing that would make this better, or is it the sentiment that's crap? "I'm sorry for how these changes impacted you"? Personally just the sentiment feels insincere to me haha.
- pseudalopex 11mo ago
  The sentiment is more important. But I'm sorry for how you feel suggests to many people the sole problem was their feelings. I'm sorry for how these changes impacted you suggests the changes could have been wrong.
- mewse-hn 11mo ago
  I don't think it's the specific phrasing. They could have said "I'll contact you by email to try and understand your concerns" and it's still dodging the explicit, concrete list of grievances. However, "let's hop on a call" is just additionally dismissive.
- 4bpp 11mo ago
  Two things stand out, besides what has been already mentioned. * The infantile corporate-cutesy wording "hop on a call" is not appropriate when talking to somebody who feels that you deeply wronged them. It has the same vibes as cheery "Remember: At Juicero, we are all one big family!" signatures on termination notices, and Corporate Memphis. * In the first sentence, Kiki says "about the MT workflow that we just recently introduced". Why is this level of detail shoehorned in? Everyone in that conversation already knows what it is about. It's as if Kiki can't resist the temptation to inject an ad/brag about their recently introduced workflow for any drive-by readers. "I'm sorry you were dissatisfied with your Apple(R) iPlunger X(TM), which is now available at major retailers for only $599!"
- petre 11mo ago
  The response was likely also written by AI so there is no point analyzing it. It just ads insult to injury.
- kentm 11mo ago
  Don’t use passive voice in an apology. “We’re sorry that we made the change without consulting your team or considering your circumstances.” The change did not fall out of thin air. It was something they did. If they do not own it explicitly then it’s insincere full stop.
crazygringo 11mo ago
How? They don't know what exactly has gone wrong. All they can say sorry for is for how the person is feeling. Then they want to get on a call to learn more. Which is the start of helping. The response is as sincere and helpful as it could be for an initial response from someone who wants to figure out what the problem is.
- rileymat2 11mo ago
  But he lists the problems? Pretty unambiguously.
  - crazygringo 11mo ago
    The problems are nowhere near actionable. A lot more information is needed. E.g. literally the first bullet: "It doesn't follow our translation guidelines". OK -- where are those guidelines? Is there a way to get it to follow them, like another commenter says works? Does the person need help following the process for that? Or is there a bug? Etc. These are the things a call can clarify. It's the necessary first step, so why are people complaining?
    - BrenBarn 11mo ago
      They are actionable by entirely canceling the machine translation operations in that community,
    - handoflixue 11mo ago
      > where are those guidelines? It's entirely possible that such information is well-known to everyone involved in the translation community. I would consider it outright insulting if someone who ostensibly "wants to help" doesn't know basic information like that - if the people making decisions about SumoBot are NOT aware of basic information like "where to find the local translation guidelines" then they are presumably not qualified to release a tool like SumoBot in the first place.
      - kentm 11mo ago