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Registered User
Joined: 10/9/2011
Posts: 485
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Hey there,
I played with the latest update on TC 2000 but none of the enhancements or bugs I & my friends had logged got fixed (which many did agree in their post are items to get fixed).
I am curious to understand if there is a way for users to vote on features or bugs to get fixed? Say if we maintain a list of all the bugs reported or features requested in one place, as people find the same problem, they can go and vote for that bug / feature to be addressed.
Right now, its not clear how they are even being prioritized based on users feedback. If you refer to Tradestation, NinjaTrader, TradeingView and other platforms, they do have a section where they keep track of highly asked features and people can go back and vote on it and they do frequently address those bugs / features. I have personally seen many of the issues I had logged got addressed.
Every bug and enhancement post I had logged, it gets hidden. Unless you have a link to it, you cannot go see that post. So others who face the same problem cannot go back and read the comments made earlier. So they end up submitting their own bug report which again gets hidden. The real colloborative effect of user community who pay for your software contributing to the features is lost. There is no reason to be ashamed of bugs. Every software has it. Got to take those feedback and address it instead of hiding those posts from others from seeing it. What differentiates one platform to other is the speed in which the feedback from paid users are addressed.
I am a big fan of your software on desktop and so are many of my friends who use it. We do take lot of time and energy to document the bugs and features that need to be fixed. Some 4 digit number is assigned after that, that particular post is made hidden. Why is that being hidden? Why not let others who face the same problem see those and make their comments so the pain on that bug increases and makes it even more important for your company to address those problems faster.
Hope all the paid user feedback are taken seriously and triaged and hope to see some of those issues being addressed soon.
Appreciate your help.
Buster
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Registered User
Joined: 1/26/2012
Posts: 40
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Shady actions no doubt.
Getting a bit tired of the bugs.
Keep adding new features and ignoring old problems.
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Registered User
Joined: 1/13/2013
Posts: 6
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if the ungoing bugs continue, and are not fixed, we may as well switch to another platform.
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Registered User
Joined: 1/26/2012
Posts: 40
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QUOTE (topoloco1)
if the ungoing bugs continue, and are not fixed, we may as well switch to another platform.
Well not sure how your non paying account has any saying in this but us that do pay, yes.
Glad we agree though :D
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Registered User
Joined: 7/30/2007
Posts: 1,072
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QUOTE (topoloco1) if the ungoing bugs continue, and are not fixed, we may as well switch to another platform.
1/13/2013? Switch? Seriously?
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Registered User
Joined: 7/30/2007
Posts: 1,072
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I love Bruce, Julia, Michael, Tal, and Gary, but whoever is in charge of the bug-fixer-uppers really needs to rethink this whole case number business.
I've worked in IT way too long, and the only reason to give anyone a case (or ticket or incident) number is to allow them to track the issue in question.
While there are exceptions in this forum, overall Worden's not very big on transparency. Case numbers are handed out like candy and then fall into a black hole. When asked about a specific case the standard response is "I do not know when or if a particular...".
The Help Desk at my current employer is woefully understaffed and painfully slow, but at least I can look up the status of my ticket to see exactly how woefully understaffed and painfully slow they are :)
Giving out case numbers without a way to follow-up is like when you call your cable company or a bank and get a recording that says "your business is very inportant to us" ... just not important enough to let me talk to a human being. It does more harm than good.
Seriously, until I can actually do something with a case number, you might as well not ask Bruce to mention them ... the poor guy's going to get carpal tunnel, and I really need him to write my PCFs ;)
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Registered User
Joined: 10/9/2011
Posts: 485
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Agreed. Bruce has been super helpful in answering many questions. Great help & great detailed answers.
But this lack of transparency in how these bugs / feature request logged are handled is very concerning.
As an example., I see lot of marketing for the iPad app but the last version that was put in the app store was June 2012. I do not know of any company that cares for their iPad app and not put an update every couple of months. So they dropped their ball on that. I had sent a long post http://forums.worden.com/default.aspx?g=posts&t=58193 and got 9942 as the bug number. Then the whole process dies. No idea what happens to these issues, when will it be fixed. WIll it next month, next quarter, next year or never? That is one example of the issue. I can rant out many such 4 digit numbers. All I know is the existence of a 4 digit number. Beyond that its a big hole. Whichever team handles such things, it would be great for them to share some insight in to this area.
Thanks,
Buster
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Worden Trainer
Joined: 10/7/2004
Posts: 65,138
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Customer suggestions and bug reports which are made in the forums are not hidden. They are generally put in the general discussion forum for the appropriate product so they can be expanded upon and discussed. When additional comments are made in these topics, they are added to the database as well.
The database is not publicly available. I provide case numbers in posts for my use as much or more than for customer use. When additional comments are made in a topic, it allows me to quickly reference the original so I can append the comment to that topic or use the original topic as the parent topic for a new case.
You could contact technical support and they should be able look up the bug or suggestion using the case number. They might be able to give the case number of a parent case, the number of users reporting issue, the number of child cases, the severity determination for a bug or possibly even a backlog number. That said, this information would probably not give you or the technical support agent any insight into when a bug fix or suggestion might be implemented. I certainly would not be able to tell you when, if or how a case might be resolved based on this information.
All of this information influences when or if a bug fix or suggestion will be implemented however. A greater number of reports or a lower backlog number does in fact mean that there is a higher probability that the case will be resolved before another case with fewer reports or a higher backlog number. But bug fixes and suggestions do not get resolved strictly based on backlog order, severity or the number of user reports.
I am not in quality control or development, but my observations are that bug fixes and suggestions are usually implemented in a thematic way. The programmers go in to fix a particular bug or implement a particular suggestion (usually something with a lot of suggestions or related cases or a bug with a low backlog or high severity) and numerous related bug fixes and suggestions are implemented at the same time (even if those bugs might be minor by comparison to other bugs). So if a drawing tool bug or suggestion is what is being worked on, other drawing tool bugs are likely to be fixed and drawing tool related suggestions are likely to be implemented at that time.
-Bruce
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TC2000 Support Articles
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Registered User
Joined: 7/30/2007
Posts: 1,072
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QUOTE (Bruce_L) ...But bug fixes and suggestions do not get resolved strictly based on backlog order...
So it's not like my local deli where I grab a number and wait my turn? ;)
Nice explanation, by the way ... well said!
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