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In two days, I have two customers that experience an odd display bug with their product after 497 days of uptime, possibly accompanied by a reboot (it's hard to tell...) It looks vaguely like another bug with this vendor, but that bug specifically covers different products, not the one my customers have.
I get a callback after opening a ticket with the vendor's support team. All sorts of gems:
1) Obviously the customers are running code at least 1 1/2 years old... (but the box is designed to run indefinitely without downtime.) What is the first suggestion from the support tech? "Upgrade the code and see if the problem goes away." Yeah, that's going to go over REAL well with my customers "Call me in a couple of years if the problem comes back." Not to mention what that will do to my call stats, to leave a call open for nearly two years.
2) He then switches tack by stating that the bug I found (which has since been fixed) is certainly the problem. I point out that the bug description only covers other HW platforms. His response: "It says nothing about hardware types!" My response: "It's the very first line of the bug description, along with being part of the bug title.
3) He then proceeds to argue with me some more, insisting that it must be the same bug. I ask him why the original bug writer then went to all the trouble to list the ones it DID apply to, if it applied to everything...
I'm just glad I can insulate MY customers from all this foolishness...
SirWired
I get a callback after opening a ticket with the vendor's support team. All sorts of gems:
1) Obviously the customers are running code at least 1 1/2 years old... (but the box is designed to run indefinitely without downtime.) What is the first suggestion from the support tech? "Upgrade the code and see if the problem goes away." Yeah, that's going to go over REAL well with my customers "Call me in a couple of years if the problem comes back." Not to mention what that will do to my call stats, to leave a call open for nearly two years.
2) He then switches tack by stating that the bug I found (which has since been fixed) is certainly the problem. I point out that the bug description only covers other HW platforms. His response: "It says nothing about hardware types!" My response: "It's the very first line of the bug description, along with being part of the bug title.
3) He then proceeds to argue with me some more, insisting that it must be the same bug. I ask him why the original bug writer then went to all the trouble to list the ones it DID apply to, if it applied to everything...
I'm just glad I can insulate MY customers from all this foolishness...
SirWired