Teenager and His Mom Tried to Warn Apple of FaceTime Bug

wsj.com

23 points·flurdy··6 comments

I find when reporting bugs, you have to do all the work. Supply videos, screenshots, gifs. Step-by-step reply. The people who’s job it is to filter out the junk from the actual bugs have such little technical know-how and are overwhelmed with so many dumb users that you basically have to do their jobs for them by supplying an entire write up on the issue. It’s the only way I’ve found to consistently get through to someone that knows what’s going on.

Without exception, whenever I've tried to report bugs to technology related companies, I always get some kind of arrogant, snotty backlash from the person on the other end. It seems like only half of the time, they actually bother to listen to or carefully read what I'm saying. I get the distinct feeling that I'm being quickly pigeonholed (and blamed) and facts don't matter.

Because the majority of people that report bugs are most likely customers who don't know how to do something with their device.

Whilst that doesn't excuse people from providing positive customer service, it certainly contributes.

Because the majority of people that report bugs are most likely customers who don't know how to do something with their device.

If they just implement that heuristic, don't they insulate themselves from any chance of receiving valuable information? Isn't this a form of bigotry substituting for actually processing information?

Another article on The Verge with more details: https://www.theverge.com/2019/1/29/18202398/apple-facetime-b...

Good for them to try to attempt to do responsible disclosure instead of just posting on reddit.

I wonder if they could have called Apple support and have gotten the rep to try to repro the bug.

Reply on news.ycombinator.com