Continued Response / Ticket problems

Unity Engine
1

Over the past year or so, I have submitted numerous tickets with projects, practically all of which was closed without so much as a whim. Recently I had more issues and as requested I submitted yet again, a project though your support and bug system using Unity’s mechanism, attached the compressed version of the project for your viewing and assistance and didn’t hear back at all. I even PM’ed 2 (HiggyB and the iPhone dev guy) about the ticket, the iPhone dev gentlemen was given the ticket number, the PM’ed me back saying thanks, and I didn’t hear another peep. (never heard back from HiggyB either), to my amusement (not really), I got a response to my ticket asking for a response for my other tickets and here is what I got…

As I have clearely mentioned on the forums in the past, the frogbuz system is either flawed or the internal Q/C for tickets if flawed, so I blame Frogbuz. Now to further add insult ot injury against me on this, let me point you all to thread:

http://forum.unity3d.com/viewtopic.php?t=19620

Please note when it was started, when I sent in the ticket info, when I notiffied the internal Dev, etc. Thanks to the community, I found some of my issues which are clear bugs IMO.

So please, someone clearely explain to me what the purpose to submitting the requested information is?

162477 Open 2/27/2009 3:33 AM iphone: More data for the iPhone crashing based on the
162240 Open 2/26/2009 3:12 AM Last project I submitted apparently when I opened it again,
162239 Open 2/26/2009 2:31 AM During the sound coroutine the game freezes until the sound

Each of the tickets above had a project attached to it, I spend the time to do as they ask, only to get slapped in the face and asked for the stuff… again…and again…and again…(repeat this), I have about a dozen of these such requests in my email over the past year, and they have projects that clearly show all issues in my tickets, this is just the most recent slap in my face and I am rather highly disappointed in this process.

I have complained about it in the past via emails to them, one time on the forums which got some attention finally, and this will hopefully get more attention to continued fogbugz problems. I can only assume that what is sent to me is some automated appology email and not one from an actual employee because when I created the tickets I used Unity, I attached the project files and I submitted them, on top of that like I stated, I PM’ed the dev who didn’t state whether or not he had issued getting the project file. Add to that I submitted the project as a package to the forums which included issues.

As far as I can tell, all they are doing is immediately closing my tickets and laughing at me, or sending me 'we take tickets seriously kplease give us everything you already gave us so we can delay this support more and more"

Yes, I am angry, this is all I see, closed unresolved tickets and repetative requests for what I already gave them… That response wasn’t even against the 3 tickets, that response was a response to a ticket asking about the tickets and the current solution or problem.

162607 Closed 2/27/2009 7:37 PM iPhone basic issues and website down?

All that person did was finally get around to asking for information that is already supplied in the other 3 tickets, so here I am, angry, asking a simple question, why bother with submitting a ticket at all when it obviously never gets looked at and over time just gets closed? It is a highly wasted effort on our behalf to even bother.

2

Bugs in fogbugz either get closed because:

  • The issue is fixed
  • The issue is not reproducable
  • The issue is a duplicate of another bug

Generally the process is like this:

  • QA looks at an issue and determines how important it is
  • The bug goes through a triage process where a developer and programmer assign bugs and prioritize them
  • A developer fixes or postpones the bug until a later date

The turnaround time to fix a bug depends on the priority and the time until the next version of the product will be released. On your end, you can greatly accelerate the time it takes until a bug is fixed by providing minimal repro steps and as small as posssible project folder. The longer it takes for us to reliably reproduce an issue the longer it might take for a developer to look at it.

The bug reporting system is not really meant for customer feedback, it’s for when you want to report an issue so that it will get fixed with the next version of Unity or when we decide the right time is to fix the issue.

If you want more information on why a bug was closed, then you should reply back to the bug that was closed. Cross posting on the forum doesn’t really accelerate anything.

3

Thanks for that detailed explination but it still eludes and diverts away from:

As I mentioned in the initial post, you have that information, all this did was simply side step my problem post and danced away from it with very good detail about the bug system which is also where support@unity3d.com lands. If I send in something to support it still ends up the exact same place bugs@unity3d.com lands, same queue, same mechanism. So back round robin, you explained the bug system well, but not the support system at all.

See, the problem here is that I sent in the support request to follow up on the 3 items I sent in via Unity, the support request itself was a direct email to the support email address and landed in line with the 3 bug reports which were not bug reports at all but more of a problem ticket, issues with the editor problems. End result was the same I have seen over the past year, although I send in projects with the ticket, I get requested to send in projects… again… over and over…

This came to a head of frustration with me when I got that email, which you didn’t address in your very good worded explination of bug system. So skipping the bug system, support goes into the same fogbugz system and is treated like a bug I take it instead of support. So, why then do we bother sending in anything to support with projects for support/bug Q/C people to just say, send us a project even though we send in projects, that wasn’t explained or I didn’t read it in your explination.

4

So you PM me on a SATURDAY and I replied back first thing today (MONDAY) and that constitutes “never heard back”. Get over it. :roll:

Yes, I’ll read the rest of your post and reply but for pete’s sake, get real and allow us our weekends like anyone else.

5

This is atleast some answer that the issue is getting looked into rather than asking me to send in another project regardless.