This is a bit of a discussion about how it feels to have your issues talked down by staff with a bit of a recent experience of mine.
I'm a bit miffed after a staff member got snarky with me about the frequency of issues that occur on the site. I'm sure we all want the same thing, we want for the site to work smoothly and for everyone to be happy; my role in that can be to report issues as they occur and how they occur. I realize that if I don't report it, the staff aren't going to know about it. However, if I don't know about it, I also can't report it. I know that staff want to believe their product is in perfect working order most of the time, but there is no need to take an insulting tone with those who point out that something may be happening more frequently than you want it to.
Under reporting, whether in the waking world or online, does not mean a thing is not happening. Putting down members who insist that a thing is happening isn't good policy; you're missing the issue and allowing it to persist, while also making another person behind the screen feel terrible for trying in the first place. Such a policy would actually increase under reporting since members like me will feel less confident in reporting things that happen in the future.
In other words, you should probably take the things your members are saying seriously if you want to keep them around. I know it can be exhausting, as I've taken staff roles in the past on other sites, but talking down to members is a very quick way to lose them and to maintain a buggy system.
Post by Brian Ordonez on Jun 13, 2018 14:51:57 GMT -8
The purpose of my post in your thread was to point out that you're making a claim bringing the service's reliability into question without supplying any evidence to reinforce that claim. We take critical posts very seriously, especially when they contain word choice like this:
I know you're gonna fix it, I saw the other posts, but I want to know WHY it happens, can we please have an explanation for why these bugs consistently happen all the time?
A statement like this is implying that the issue is happening at a much higher frequency than is actually correct. While user reports are indeed a reliable source of issue identification we also have a multitude of monitoring tools and systems in place to tell us when things are amiss, to the point where an entire extra monitor on my office desk dedicated to those is a requirement. Among these tools are counters that tell us how frequently an issue of a certain type is occurring, graphs monitoring performance in real time, and a log containing details on every single error within each possible error category that occurs on our service. When an issue is as widespread as yesterday's we take notice, reports or not. The errors that led to yesterday's issue are among those that are recorded on our end.
I'm not trying to discourage you from reporting issues, and I'm in no way denying that our service is capable of having bugs (I've reported a bunch the past few months alone). But when I read a claim as severe as "these bugs consistently happen all the time" and our error logs over the span of time that was specified suggest contrary it's my obligation to speak up.
Thanks for getting back to me! I see it happening a lot on a few different proboards sites, but I chose to report it after seeing it happen so often and I was curious as to what was going on. I appreciate your explanation! All I know is that its been an often reoccurring issue for the sites I've been on.