peregrine
No speculation here. I'm only repeating what I was told in two private messages by a Cakewalk
support staff member. After complaining for TWO YEARS that we couldn't record from multiple midi
channels. Ryan, if you guys are so responsive, why don't you start with #5448?
"Submitted to development" doesn't mean "scheduled for development", does it? I was told
specifically that the determination of what went into any particular release package was made
by middle management - not by development. So Ryan, who is it? Management or development staff?
If you (development) play a major role in selecting what's getting fixed, it sounds to me like
someone was just telling me something to get me to shut up and go away. If development decides,
how do they prioritize what goes into a release package? Does it have anything to do with how many
people it affects? How much time/$$ it involves? Please don't tell me that none of this is correct.
Otherwise we'll just think you're sticking a wet finger in the wind. Tell me that something I care
about - something that's costing me money - is going to get fixed.
regards,
Earl
Hi Earl,
"Submitted to Development" means that it is in the developers' queue to fix. So yes it is scheduled, it just might not be the next thing in line. If you ever get a report back as "Archived", it means it is NOT currently scheduled to be fixed. That would be the status that bummed me out if I received it.
The statement "if you guys are so responsive" seems like a challenge so all I can state is that our responsiveness has
directly resulted in more fixes and improvement to the program than you will probably ever realize. Citing one bug as not being resolved yet doesn't mean we haven't improved the program by interacting with one another on phones, emails, forums, etc. and people should throw in the towel and not work with support. I'm glad you reported the issue to us. It helps us try to push for a fix. I've added my personal notes on the case you referenced multiple times actually.
I'd rather not get into a debate regarding how you think our processes and management works. Your posts actually contradict each other a bit. One suggests "Roland management" decides what is fixed and that tech support isn't really very involved. This is very far from the truth which is why I felt the need to clarify. The other suggests that a staff member (who may or may not have been directly involved in the process) told you that "middle management" makes the decisions.
I'm suggesting that "management" is not really the important factor here. It's based on a LOT of factors, some of which you listed, but none of which should be oversimplified to a single team or person. The leads of each team have a big role to play in the decisions, but their decisions are heavily influenced by the members of their respective teams and what they're reporting from the field, as well as time, resources, if third parties need to be involved, future design implementations etc.
If you're upset about a bug not being fixed, it's easier just to communicate it as bluntly as possible. If a new update or release comes out that doesn't address it, simply say "I'm upset that bug xyz was not addressed with this release. It's still affecting my workflow and I still want to see it fixed". Personally, I find it more useful for us to know that you're upset about the issue at hand versus how you think our management is structured.
Jlien X
Ryan Munnis [Cakewalk]
My point before was that if a bug is already at the stage "submitted to development", we can't identify if the issue is officially resolved until we get the stamp of approval from development and QA that says "we tested and regressed the bug and are confident that this issue is resolved". The "submitted to development" is the acknowledgement you need. Asking for any further acknowledgement is sort of just asking people do what they've already done. It doesn't really go anywhere.
Ryan, here are my questions:
1. As I said in the original post, the status of my tickets aren't all "Submitted to Development." I also have these:
"Under Investigation" - I think this is the stage where you try to recreate the issue. If so, why is one of my two tickets with this status hasn't been updated since the beginning of April when a user here was able to recreate it within a day?
"Status Changed" - I've just noticed that although the Problem Report Status page says my ticket status is "Status Changed," the email notification I received in June says the status has been updated to "Submit to Development." So I think they simply entered (or selected from a drop-down list?) the incorrect status, which they shouldn't.
2. I have three tech support tickets still not answered/solved. One was submitted to them exactly a month ago and there's been no reply. The second one was submitted in May and I sent a reminder in July (because I didn't receive reply), then I was asked to capture the issue in a video and send it to them, which I did a few days later but I haven't heard back from them since. The third one was submitted in April and I received the first and last reply "Thank you I will try and reproduce this on my own."
I'm sure they're all busy but shouldn't there be a better ticket management/notification system or users will have to take the trouble to send reminder emails.
Btw, I've been using Roland tech support here in JP for many years but they have always replied within 3 business days (mostly in a day or two but sometimes within 7-8 hours if I submit in the morning, and their support is superb).
Hope CW will improve services a bit in the near future.
Thanks
I'm not going to lock threads just because people are asking questions :)
I'd have to know your case numbers to really be able to follow up properly. Most cases are answered very quickly. The information you're providing with your forum account isn't tied to any registrations so to be honest, I don't know who you are. If you want to send me a PM with your personal info I can follow up. I'm actually travelling for the next few days though, so I won't have a way of following up personally. I can forward your PM along though to get someone to dig in and find out what happened.
"Under Investigation" typically means we need some more details so we'll pass it along to QA or contact a third party to find out if it's on our end for example.
I just looked into it, and "Status Changed" was actually a bug on the Problem Reporter page that I just fixed. It indicates there has been activity on our end, but not necessary enough information for us to provide a customer. It could be something as simple as "Ryan reassigned the case to Dan". Obviously this isn't exactly relevant information for customers. Anyhow, the page should report the actual status properly again. Sorry for the confusion on that!